so sorry

One of my big pet peeves is when I'm on the phone with a customer service rep. and they tell me that they are "so sorry" that they are unable to assist me. Who's trying to kid whom here? They couldn't care less that they are unable to help me. Once I had a situation like this occur and finally had enough of hearing the "so sorry" line. I was on the phone with AT&T Wireless to make an adjustment on my phone plan. Polly and I use a family plan and have been since before we were even married. It's cheaper. Well, somebody at AT&T decided to put the account in Polly's name. I don't know why this was done because I am the one who pays the bill and takes care of the problems. The customer service rep. was unable to assist me because it wasn't in my name. She said she needed to speak with my wife. The problem was that I needed this taken care of but Polly was busy and couldn't make the call. I was getting fed up and realized that nothing was going to happen. I told her that I thought it was ridiculous. She said, "I'm so sorry Mr. Brown that..." I cut her off. I had enough. "Don't tell me you're so sorry. You couldn't care less that you can't help me. As soon as you get off the phone with me, you'll forget who I am and what my problem is. So don't go feeding me bull about how sorry you are that you cannot help me. You'll go on with your day and not have a care in the world for me. If you can't help me, tell me you can't help me, but don't tell me how sorry you are when you're not." Click. Did she deserve that? No. Did it help me get what I needed? No. Did I overreact? Yes. Was I rude? Yes. Did I feel good about myself for yelling at the poor girl? No. Did it feel good to vent? Yes. I need to find a better way to vent. Actually, the last time I almost went off on someone, I caught myself. Maybe I'm getting better.