Then that support rep needs to go on a very basic, low level training course, to find out the basic truth that "if you've done the work, you should at least make a token effort to get the credit for the work".

I never understand people who go to all sorts of lengths to get something done and then don't get back to you to let you know that it's been done. It always seems suspicious to me (though I like to remind my self not to ascribe to malice what can be perfectly well explained by incompetence).