An online customer service rep was really unprofessional...iin?

This person is part of a very big retailer..

I contacted customer service for an issue in regards to the shipment of my package.

This is a snippet of the conversation:

Me: Will I be charged an extra processing fee?

Them: no u want it is part of company polcy to give your money back you

Me: Okay that's great, thank you so much

Them: alrite i will give u another number when the packag reshipped you

Me: Thank you. Will I receive the update in my email sometime soon?

Them: have good day thank u bye

This is from a huge company...a professional company...is this normal? I wrote feedback advising they up his/her training or something because that was ludicrous!