British council poor service

I had the most counterproductive encounter today with your staff even before the test could take place. 1. My picture and passport was accepted quality by your system, when the examiner came on she stated that it was not acceptable quality as I was wearing my prescription glasses and requested I remove them and retake the picture. I did so, she then came back stating it was still not acceptable as I had on a beanie, which she did not mention previously and had in the initial picture as well. She stated that this would be the 2nd and last time I am granted the opportunity to retake the picture. I asked if there was anything else that would compromise this picture, that was it. The 2nd retake was acceptable and we proceeded to the room scan, she deemed my room unacceptable as it opened into a hallway etc. I said I could just go upstairs and take the test in my room, she asked me to logout of the portal and login when I was settled in my room and ready to take the test. I notified her that I would be quick and settled on 7minutes that was at 08:53 I literally read out the time on my phone and asked if 09:00 would be ok, she agreed. I asked if she wouldn’t be the one that needs to logout from her end and she said no, I once again asked her if should I then just logout then log back in, she agreed. She made no mention of any stringent 5 minute policy or rigidity in terms of accessing my test once login back in. Furthermore, my examiner from the previous day requested we login and out again due to video connectivity issues, he recreated a link to enable me to login again. I login and compete the system checks and at 09:00 on the test page, the test was locked. Luckily for me, I took a screenshot of the locked screen and sought immediate assistance. This examiner had not sent a link allow me access so I spoke to a live agent from my dashboard. The agent Kalash was most unhelpful. The British council clearly does not value us as customers, we pay a lot of money for this exam while British Council is making use of call centers in India using agents who cannot speak English, or offer any assistance and outright impede progress. Kalash kindly offered to cancel my exam and refund me or reallocate to some date in the future. I’m completing this test to satisfy the requirements for immigration, time is of the essence, I detected this date for a reason and it makes no sense to not resolve this issue with the simplicity it warrants. I requested to speak to a manager Kalash claimed none was available, I asked him escalate to a senior as he was clearly not aware of the options available and perhaps someone more experienced could offer guidance. Kalash refused both, claiming his unavailable manager would also offer me only 2 options; either to refund me or offer some date in the future. When did we get there. What’s the purpose of a callcenter with live agents if all they do is read off a script and offer no assistance, no troubleshooting and no service. They are not acting in good faith or providing customer service they are being obstacles and complicating very simple issues. The previous days examiner was able to resolve the issue effortlessly, why is today’s examiner ***********. This English examiner, whose English is not up to par, agreed to our time frame, made no mention of an impractical delay and cancellation for a simple issue. She just did not want to work, she tried to cancel my exam based on my picture then managed to based on some arbitrary time constraint. We are aware that should difficulties arise during testing there is an escalation point within the system etc. This was an agreement between myself and the examiner which is recorded, agreeing to meet in 7minutes to proceed with the a test, which they then cancel. After already attempting to cancel it, perhaps she wasn’t in a working mood that day. Pathetic service