It's good you wrote this up to bring attention to this, but did you really have to torment the CSR by saying you'd go to social media about it as some kind of bargaining chip? You're right it's not on them, it's on the company. But that CSR is probably going to be thinking about this for the rest of the week, fearing that he'll be out of a job soon for something out of his control and be unable to pay the bills and stuff.
EDIT: I'd be terrified too if some big shot on the phone starts threatening a social media campaign against me, some unfortunate soul forced to work in a call center to deal with people like this
EDIT: I'd be terrified too if some big shot on the phone starts threatening a social media campaign against me, some unfortunate soul forced to work in a call center to deal with people like this