I could tell at the 10 minute mark the lady had no idea what she was doing. It's not necessarily her fault-obviously she hasnt recieved adequate training.Certainly not perfect with wait time etc but i have to say i have never had anything but very helpful service and always been very pleased with the experience. The only issue i ever had was certain misinformation of complicated rulings.
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Well be sure to note all details and follow up with a complaint via the VA website.
What's your status though? I've never had a problem with the Platinum team. The website, regarless of status, is a different story of course.
Regardless of red, silver gold or platinum spending 45+ minutes on a phone with someone would suggest anecdotaly there is problems with training and the capability of the call centre.
Of course status will help in customer service the same way status gets all the other perks. It will prioritise your queue for a start.
However, i am still surprised it took you so long. That is crazy!