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All I can give is my experience, professional and personal. In this case, it seems to me the rep (or reps) doesn't know the answer and won't say, "I don't know." Why won't they say this?
Well, I've worked with companies who believe that customer support and helpdesks should be neither seen nor heard. Agents are discouraged from passing things along. If you would prefer other proof, just grab Consumerist's RSS feed for the gory details.
Honestly, I can't tell you if that's going on here. I can tell you as an agent that if I have no one to send your request to -- or if I know there's not going to be any meaningful response -- it's maddening, but I can't tell you that, ESPECIALLY in email.
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