Stephanie,
Although it might be really tempting to voice off to the operations manager when you get him or her about the negotiator being rude, that's probably not your best tactic. The GT operations manager in Florida, for instance, has told me on numerous occasions that all the OM's do is get yelled at all day by agents or hear complaints from agents about their negotiators and that it's those agents that he and other OM's won't give the time of day to. He says with so many files they only give the attention to the agents that appreciate their position (put your actor hat on and muster of some empathy for GT) and be calm and extra respectful. It's part of their "MO". Kill 'em with kindness and bite your tongue! (feel free to hang up the phone then scream). And see if you can't get 10% of the SALES price. I haven't heard of them granting anything less. Go get 'em!