I sort of had a similar experience, but I hadn't purchased yet...the group leader wanted me to wait until the consultant was back from holidays (3 weeks and I'm not a patient person! ). So I said to the group leader "oh so you are not available? " she replied that she was but it wasn't her area.
I guess with no competition, consultants and group leaders can afford to have customers wait :/
And they must be reluctant to step on toes to avoid it happening to them.