. . .of which you speak?
I started my “life of crime” working in Customer Service for Ma Bell. Other than not being able to handle business phones, I took care of whatever came in on my line. Moving? I can handle a “T & F” (To and from) with no problem. Question about your bill? I can explain it. Need an extension in another room. I can schedule that, too.
I went to work for a major bank after my firstborn came along, and again was in customer service. Stop payments? Over drafts? Balances? Last five checks? Not a problem.
Later on, I worked for one of the Blue insurance companies. Again, we knew how to handle everything that came along. How many hospital days do I have left? Do you cover physical therapy? Why didn’t you pay for the meals I ordered in from the restaurant? Not a problem.
There was a day when you could call a company and tell the operator “I need to discuss whatever; could you please connect me to the proper department?” and wonder of wonders, she did exactly that.
Now everything is these bloody phone trees. Press one for this and two for that. Or worse yet, they want you to say something. “Pay a bill.” “Claims.” And then the metallic voice says, “I didn’t get that.” You know what I think? They just want you to go away and not bother them! “We have more important things to do than actually interact with pesky customers.”
thisendoftheswamp 
I just spent a day with the robot phone circus. A company wanted me to contact them but then when I called, I kept getting the menu options and none of them could help me. I finally kept hitting “0” and finally got a menu that led me to live person. That person was in the Philippines and the connection sounded as if it was the old days of tin cans and twine.
Been there, done that! As I said, they simply don’t want to deal with customers. “Spend your money with us, but please don’t speak to us.”
Customer service no longer exists as it is replaced by the buttons and you speak to machine. Worst still, I tried doing a text with a Chat Bot and it is absolutely the most stupidest invention as the Chat Bot cannot recognise words not programmed! You are right in that customer service now hides and “please don’t speak to us” – unless you are one wealthy fella and then the private banker will haunt you to invest! Sigh!