Nanci--I am so sorry about what happened to you. United's operation at Dulles is well known to be understaffed. It is typical United behavior for their agents to not lift a finger to answer your question and then claim everything was your fault.

I strongly suggest you complain about this horrific service to the Department of Transportation Consumer Division. They need to know that United's customer service problems are causing such bad problems for passengers. You can email your complaint to airconsumer@dot.gov

Good luck!