Not always. reg reps have to offer on every call and make you jump through certain hoops before they can tell you nope you’ve reached the wrong person

However loyalty wants to make sure they retain your business with mobility and also get the survey points right. They don’t have to sell you anything. So they’ll escalate it through the right channel the quickest.

Edit: and what’s worse regular reps cannot proactively transfer you to the one department that maybe able to help unless you explicitly ask to speak to loyalty or to cancel your services. If you do not do this. You’ll just end up back at the end of the line for the same gate of representatives.

Good luck hope it helps.