Hmm, disabled users aside, this is park of a general dark pattern: no text-based contacts. Aside from meaning you need to be available at whatever phone hours

Hmm, disabled users aside, this is park of a general dark pattern: no text-based contacts. Aside from meaning you need to be available at whatever phone hours are, it mean you don't have a paper trail. I believe this is exactly why it is done. Legal permission is often needed to record a phone call; The support line may explicitly tell you the call is being recorded, there is no option to opt out (recorded, or no support), no option to obtain the recording (for our uses, not yours). This one-sided paper trail is beneficial for such companies, it means they can outsource and not worried if customers are lid to, what can the customer prove? If it's a contact for a cancellation, they aren't even losing pissing off a customer, just an ex-customer. Phone companies are especially fond of this, e.g. Virgin. I've yet to find a good contact for Vodaphone. Some will explicitly tell you that some <foo> function is "handled by the <foo> team", who are only contactable by phone (and are often subjected to commissioned sales).