Real customer service agents are a perk only available for those that pay thousands of dollars a month in fees. There is no way it would be cost effective to have butts in seats listening to redundant questions or problems that are already answered in online policies. They would have to triple fees to accommodate all the entitled people who need an instant fix and won't sit for an hour or two and solve their own problems.
Whatever issue you have you can ask here but another choice is to put it in writing and ask google.
