Yes, very true I had the same complaint. My experience with them is that they are specialists to defend their actions even if they have to harass and terrorise the customer. They never never own up their mistake. They waite and waite till the customer is fed up. Probably their customer care people are trained this way so they stick to not owning up their mistake even if the customer says.
We are displeased he is glad that he is getting rid of one customer.