Don't let other people bring you down, there's a lot of ignorant people everywhere.
I am also a foreigner in this country whichever i purchased or pay it has to be a good service (if it is not, then i am not paying for it or i'll bring it back).
with regards to checking service , I think they know what they are doing (if you paid for it let them do their job)..and the attitude , yes some people doesnt need to be in that job if they are not very costumer friendly.
Any updates with your wife and daughters application yet??