It is a business decision to have terrible customer service.
There’s a timer that starts on your call to be done within, say, 20 minutes, and to get you the fuck off the phone. The employee is punished if you’re still on the line, so they have zero incentive to keep the call going. Click. Then who wants to call back to another phone tree to complain about… who was it again?
Protip: take copious notes, and if you are fortunate enough to live in a single-party consent state and are talking to someone who can get results, get a recording.
My state is single consent and I was recording a call with att once and the rep straight up tried to gaslight me. When I told her that I was recording this, so I can play back exactly what she said, she told me that she’s in California and didn’t give consent. I laughed and told her that since I’m not sitting in California I don’t really care about their laws at the moment.
Fun fact in all party consent states consent is obtained merely by notifying the other party that the call is being recorded.
It’s a really weird definition of consent
Continuation of the call past that point is just implied consent.
If you don’t consent you can just hang up, but that basically means the deal is “give consent or you get no support”.
