Corporations get away with so much putting conflict resolution behind customer service hell.
I don’t blame the workers at all, I’m sure they have “unprecedented call volume” all the time which means short staffed with stressed out people trying their best.
Not gonna lie, when I worked help desk this shit wouldn’t have even raised an eyebrow. When my shift started at 5am, we didn’t give a fuck. So long as you answered the calls and helped the client, the shit you had at your desk didn’t matter.