customer service travel up

Travel up customer service could be better. After receiving change of flight details I contacted travel up to speak to the agent who had sent the change details as one of the changes was sent with the wrong name on it. I wanted to speak to someone to confirm the details.
Firstly I was told to email back the sender of the flight change details which I did asking her to confirm my query, I did not get a reply but did get the flight change details sent to me again.
I called travel up again and was told they would pass on a message to the correct agent to call me back, I never got a call back.
I called travel up for a third time and after being more forceful the agent I was speaking to confirmed what I wanted clarified!
Why could this not have been done by the agent the first time I called?
The whole time I never got a straight reply to my query or got to speak to the agent who had sent me the flight change details.
Finally after emails back and forth I received the updated E tickets.