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I think she has to be biatch for the line of work she's in. If she's too nice, people will walk all over her and we could end up with people in the country that aren't supposed to be here (such as terrorists). I don't think much will get done if you complain because she works for a government agency. If she worked for a corporation then maybe she would have been admonished for being rude but I think the US government will say that she was just doing her job.
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ZTA
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