Good Evening: I am very upset because I am 37 week...

Good Evening: I am very upset because I am 37 weeks pregnant and I should not be dealing with some of the people who work at this company. Let me tell you what happened to me today:
I called to request, The Difference Card, to send a payment to the hospital where I am going to deliver my baby prior to my due date. So, a very nice man named Lynden sent me the PAYMENT UPFRONT REQUEST FORM by e-mail (which I had to fill out). When I saw the form I wasn't really sure about how to fill it out. So, I decided to call back to make sure that I was filling out the form the right way. (Nothing wrong with that...right?)

A lady picked up the phone ( I did not catch her name), was very surprised and made me feel very bad about me asking her questions about the form. She even said to me "It is pretty easy and self explanatory" (with an attitude). Unfortunately, she was not able to help. So, I requested her to put another costumer service rep. on the phone so I could get the proper help. She refused. Her ego was too big to help me and to be able to accept that she didn't know how to help me. She said: "There is nobody else here to help you, I can't transfer you to someone else"..."There are only two of us here". Therefore, I told her that I was going to end the call and try to find the answers to my questions with another rep. Therefore, I called once again. Lynden (The nice costumer service rep.) picked up the call and he was able to help me. He was very professional and even apologized for the bad experience I had with the other rep.
If someone works as a Costumer Service Rep...that person/employee needs to have all the skills to be able to represent the company in a positive way.
I don't want anybody to lose their job but I demand respect and professionalism.
I don't want anybody to play with my Health, my Insurance Company, My Future and my Money. I will send a formal letter to the manager to have evidence of this incident. These things should not be happening.