I'm starting to think it's wise to call a business's support line before ever doing business with them. Actual human immediately? You're at the top of the list. Phone menu labyrinth followed by a human? Ok, fine. Chatbot? Eliminated from contention.
That said, I had an experience recently where the chatbot replaced the phone tree that led to a human and it was very helpful.
Call your bank to get a cashier's check? Great.
Call your bank because the cashier's check never arrived in the mail, and you need to recover the money, but you closed the account the check originally came from? Forget it.
Spent about 18-24 months with E.ON trying to convince them that the street they'd sent the bills to didn't exist. Eventually had to contact the Ombudsman.
And E.ON don't even have the worst reputation for customer service in their domain.