"We" (the customers/Google) cannot solve it that way, only the service provider can.

I never had good experiences with callbacks. Sometimes they never call back, and I end up calling again days later and talking to a human, or sometimes I get random callbacks where no one is on the other end of the line.

Customer support does not rank high in some companies and industries and they understaff their support call centers. Staying on hold for a long time serves them as a filter to narrow down the 'really severe problems'.