Large corporates in ANY field, always try to help everyone by using automatic methods and then find that the old fashioned human contact would have done perfectly well! Unfortunately, humans cost more money than software.
I recall a very important flight, when I had booked my window seat and received assurances and my boarding pass was an aisle. As it was Concorde, I was (shall we say) 'irritated'.
Nowadays, I do not expect ANY customer service 'dept' to work as advertised.