NFCC live chat simply can't help much

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Well, I thought that through NFCC live chat, they might give me some sense of what I am dealing with, and I could get some general answer to some questions I have on my mind, so I don't have to wait until the appointment with the financial counselor. It was pretty disappointed when I come to chat with a personnel on their live chat session. He simply don't know anything, except keep on telling me "He is sorry to hear this.", and tell me "I should call or make an appointment with the counselor." Except this two sentences, other than that, he couldn't much help or anything like that. So, I guess, I have to talk to a real person. From my opinion, they shouldn't set up those under trained person on live chat, because they seems know nothing, but only to keep on telling people call, or make appointment, or DMP is the best program. Sounds like a sales person in a sales pitch.