The reason it take a Twitter referral is that the phone reps usually are “subcontractors” that aren’t allowed to do anything. There’s a good chance they have to meet absurd metrics in order not to get fired.
This linked article explains why in many cases a companies phone support can’t do much and is also mistreated.
This linked article explains why in many cases a companies phone support can’t do much and is also mistreated.
https://www.propublica.org/article/meet-the-customer-service...