I do sympathise with how the whole "I dont want to call back and get placed in a queue with elevator music" was a big factor in the scam almost being successful

I do sympathise with how the whole "I dont want to call back and get placed in a queue with elevator music" was a big factor in the scam almost being successful here. "Hopefully" enough people get scammed at such organisations, such that having the ability to easily contact a human at the company becomes a valid selling point, and lack of it an actual pain point for the company, so that pointy-haired CEOs start to appreciate it again. I had to add my wife's name to our gas bill recently. There was no option to do this from the online system. I had to call 4-5 times to get this fixed. Each time I had to wait about 50 minutes before getting to a human at the other end.