The reason it take a Twitter referral is that the phone reps usually are “subcontractors” that aren’t allowed to do anything. There’s a good chance they have to

The reason it take a Twitter referral is that the phone reps usually are “subcontractors” that aren’t allowed to do anything. There’s a good chance they have to meet absurd metrics in order not to get fired. This linked article explains why in many cases a companies phone support can’t do much and is also mistreated. https://www.propublica.org/article/meet-the-customer-service-reps-for-disney-and-airbnb-who-have-to-pay-to-talk-to-you https://www.propublica.org/article/meet-the-customer-service...