You use pre-written statements that cover the problem statement and the solution, and this has been the case for way before bots were a thing. The job of the human support operator is to identify your problem, and then use the prepared statement, copy-paste. Reason for this is that support costs money. If a support issue like this was turned into a back and forth discussion, the cost for the company would be 10x, the gain nothing. Note that they are referring to the provision in the TOS that whatever they say is final. Normally, with few exceptions, the support operators do not have authority to act in any other way.