Well! I understand the inconvenience which happened for you recently. Basically I lead a team in a BPO company and I was a caller previously. I suggest you that, it may be a part of miss-communication. This is have had happened because, as you said that English is not your first language. This could happened, may be you did not understand the CSR’s support. This is not to criticize you or I am not trying to pinpoint your mistake. Just, let you know that ‘the service/support which the CSR provided is not satisfactory for you’ in the same way you can not mention the whole CSR’s. I apologize, if my message would hurt you by any chance.