The issues with customer service have been terrible for a very long time. The introduction of phone IVR menus that have labyrinths to prevent the caller from reaching a real person is also somewhat common with many companies. Then come chatbots, which are universally stupid, totally useless, and a big waste of time (anytime I see a company with a chatbot I think that a CTO doesn't exist or is clueless or just got a nice commission from buying it from a vendor).

There are sites that list phone numbers of companies and provide information on if or how one can reach a human. I'm not associated with this company in any way, but I've heard of it a long time ago and it's still around: https://gethuman.com . I'm sure there are other services that help with shortcuts on reaching a person who can help. In the worst case, do a "Tell HN" here with the name of the company and you'd more likely get a real human helping you out! :|