Have you noticed it? No matter who you call or when you call, EVERYONE is currently experiencing higher call volumes than usual. It never fails.
You see, it used to be that companies had staff manning CSR lines and they would figure out the number of calls coming in per time and day and have a staff there to deal with it. Sometimes you might wait a couple minutes to get a person or that person might sit free a few minutes before getting a call. Dear God, that was waste having someone sit idle for even a second.
So they convinced everyone to buy cellphones, told them they wanted and needed one and even steered apps so that you NEEDED a cellphone--- now you presumably carry your own phone company around in your pocket now and they realized better to have you wait for them than their waiting for you.
So now, wait times to reach support that used to be seconds to 1-2 minutes vary from 5-10 minutes to 20 minutes to even their calling you back in 1-3 days and by gum, you better be free, available and ready for that call whenever, no matter what the caller ID says or whether you are sitting on the crapper.
Now they use machines at all cost programmed to deal with most common needs so that you don't tie anyone up at all. Instead of a team of customer support, now they might have one person and when you call, you wait until that person is free or free to call you back, hours or days later.
And if they miss you, they will never try again. They have better things to do than wait on customers.
The savings are incredible because basically, they've eliminated a major department, worse, they have in effect shifted a lot of the expense onto your shoulders; companies now expect, depend and rely on you owning a cellphone, usually needing texting too.
You will also note that cust. service tends to be better with private companies whom might lose your business and buy your product off someone else if too pissed off, vs. public companies like utilities, gov. agencies, etc., where they are a monopoly and like their cust. service or not, you are STUCK dealing with them.
Bottom line is that customer satisfaction is a low concern to them and they want to condition customers to getting used to and accepting suck-ass cust. support, even better, they try to steer you only their website and go hunt for your own answers and solutions. Now you need internet service and a computer too.