I almost never want phone/voice communication, but when that's the only option and it comes with "we are experiencing a larger than expected call volume" messag

I almost never want phone/voice communication, but when that's the only option and it comes with "we are experiencing a larger than expected call volume" message that occurs at any time of day or night it is maddening. That kind of BS needs to be illegal, don't pretend that I might be able to get a response if I call at another time - that's just a tool to push me outside of a response window where refunds and/or cancellation are still options. I also find the obnoxious and relentlessly bad voice recognition that companies are introducing ("say the reason you are calling", "say your account number") to be awful. I have never had an experience where I felt like slowly and clearly enunciating something was superior to simply typing it on the keypad. But the core issue I have with this article is wanting a voice phone calls at all. The vast majority of times I need to communicate with a company text messaging or email is clearly superior to voice. It doesn't require me committing to an half hour extended call, it doesn't get impacted by my accent, it's more accessible across the board, and when the person at the other end inevitably changes I don't have to repeat everything I have already said.