Why is it whenever you are unfortunate enough to have to deal with any government agency that you encounter mindless, drones who have absolutely no idea what they are doing? I believe it's a conspiracy, these people are actually trained to discourage you. I believe they have to master the art of double talk before they are assigned duties. They must also get at least a 95% while being tested for sarcasm. Acting classes are a must, for the ability to look as if you are trying to solve issues for at least 7.5 hrs, and for the look of absolute surprise if someone becomes annoyed with them. They must also fail every question in the achieving extraordinary customer relations handbook. The person who gets the most people to give up and get the hell on, gets an award and a raise. Just my theory...