Drive Financial review: payments/supervisors

I can not understand why is it when you ask to talk to a supervisor about your payments and history you can not, they put you on hold and say they will talk to the supervisor first.Actually I believe they are just setting the phone down and biting down on a donut or two. They actually wanted to keep charging me late fees because I did'nt separate the late fee and regular payments.So they wanted to keep tacking it on and I told them you DO IT, your computer can adjust it. And reviewing your payment history is a JOKE, I never can Figure it out where it goes, I have till Aug 2012, WE WILL SEE THEN, John