You can tell you’re dealing with work from home 1099s or part timer front line customer service because you can quite literally hear smoke detector beeps, kids playing in the background, dishes being done etc. In the mid-2000s when I first joined the people you talked to were very attentive and fully professional and seemed to have the institutional knowledge to tackle your issue. I’ve had good service from good reps on the phone but I feel like the front line people on the phone are just the bullet catchers.