Ajescent said:

Firstplay for those not in the know was the UK's answer to Qore but much better (:D)

You could subscribe to it like Qore and so on- long story short, there was an issue that caused people who subscribed to get accidentally charged extra by mistake and you had to call up to get it fixed

My point is, I didn't expect her to know every single item on the store but I'd at least expect her to know about the things people subscribe to

Hmm yes, especially if there was some accidental charge that their department fixes. I just can't imagine how that happened. I think maybe either you got transferred incorrectly, or this was a lady who didn't do her job very well. I hope you asked for a supervisor.