I prefer live chat, but more than half the time I've used it, it hasn't worked for various reasons. Sometimes it's similar to the OP, sometimes they ask you imm

I prefer live chat, but more than half the time I've used it, it hasn't worked for various reasons. Sometimes it's similar to the OP, sometimes they ask you immediately for a phone number to call you, etc. It's getting better. It's incredibly frustrating when customer support personnel aren't empowered to help you regardless of the medium of communication.