Why can we not talk to a US based representative during normal Mon-Fri business hours?!

I have had it with non US based representatives!!! They do not care! The rep is now trying to tell me to contact some 3rd part tech support company to fix my problem!! It is not my equipment that is the issue. It is the Xfinity owned filter installed at the street level that is faulty! The rep said it directly to me! [Edited: Personal Information]