What is the word/s used to describe an online customer service rep who pretends to be helpful?

what is the word/s used to describe an online customer service rep who pretends to management he has no personal dislike of you, and is trying to be helpful in answering my relevant questions, but is doing anything but the opposite, by insisting you read their last email first and answer questins. But there are no questions. Just statements of how it should be done. This rep infact wants you to leave their company. Also what should b done, since managemnt are relying on him to sort out the matter.