This is the pattern in every single business these days: they don't want to be held accountable for their actions and lack of productivity. They figure "oh well the stupid customer can figure it out we don't need to work for what we get paid" but you know, you ARE working and getting paid! Corporations need to be taking a huge pay cut and funnel the money down towards those who are doing their dirty work!
This is just a guess but I'd say it's lack of staffing.
They seem to be busy
All phones calls are directly answered. I don't know about yours, pick the department or store or account that meet your needs, then you will be taken care of.
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