So it's easy to think with a human customer service agent, all will be well. But then I think about all the customer service calls I've made or emails I've sent, and I almost wish that they did not exist so I don't get my hopes up and waste my time. Most customer service is worse than a computerized flowchart.

And even if they do understand your situation, and have authenticated you, and aren't just reading a script, then most of the time they can't offer you anything else besides what's possible on the website anyways. Sometimes we just like having someone to complain to.