This excerpt taken from the EFA DEFA14A filed Oct 1, 2009.
The agents did not handle the call the way I liked or did not treat me properly
Thank you for informing us about your negative experience. We do apologize for the way that your interaction was handled and would like to assure you that we will be reviewing your issue and escalating it for appropriate review. Please let us know if there is anything else that we can do to assist you in this matter.