I see that this thread is full of a lot of very valid complaints about the hellish world we've created. But my reaction when these things come up is to point out that we effectively demanded this with our revealed preferences. We're at the triangulation of people preferring to use their phones for most things, while also demanding the lowest price possible. At a certain point, it's natural for companies to realize they can make more money—which is their reason for existing—by discontinuing products and lines of services that can be replaced by cheaper alternatives. I think everyone (over a certain age at least) has had the thought that brick and mortar stores all seem to be gone, and the realization that it's because everyone shops online, and then, if they are self-aware, the realization that they're part of that process. This is that at a somewhat zoomed-out scale.

Government services are a different case. I suppose they feel cost pressure as well, but it's right to expect them to accommodate more people than private businesses.