It's clear from the exchange that the CS rep wasn't a native English speaker, and I'd guess they're an outsourced contractor, certainly not in regular contact w

It's clear from the exchange that the CS rep wasn't a native English speaker, and I'd guess they're an outsourced contractor, certainly not in regular contact with actual employees. The entire goal of that department is to avoid bothering productive workers with trivial questions. The only interface to the rest of the company available to a CS rep is to file a ticket which will go into a deep triage pool.