Why am I continually surprised?

I have gone through the agent authorisation process - code was sent to client - entered into HMRC website - accepted.  Looked at my online list today and he was there. Checked tax return history online - so far so good - but needed to discuss his tax code with HMRC. Rang the agent line - twice - just to double check the level of incompetence. They are saying they have no record of 64-8 - probably that's because their records are behind as I only entered the code a day or so ago.  But the really annoying thing is neither operator (or the manager!) seemed to have any working knowledge of how agent authorisation works these days - just kept asking when the paper 64-8 was filed!  then kept telling me that the records would be updated at the end of May. So in the meantime I can change his personal details and request a repayment but I can't talk to an operator about his tax code.  Sorry maybe its because the weather is pants but I feel the need to rant. Just wasted an hour of my life that I can't even bill anyone for.