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This is like walking into a grocery store and no seeing their prices, if you're interested in milk prices, you gotta ask an employee. If you're not wise enough to ask maybe you deserve to be charged extra.
Anyway, those calls should definitely be recorded by the client. While accountability isn't brought back in full scale, GrapheneOS allows recording.
This has regularly been a complaint among utility/service agencies at the state level, a regular complaint to the FTC, a regular complaint to the FCC, and a regular complaint to local, state, and national politicians.