With all honesty, I have been in the call center industry for more than 3 years and I know everything on what's going on behind the phone calls.
These guys and gals in this department is using every trick in the hat just to get off the phone and save their handling time WITHOUT resolving the issue. They ask for your name, number, and email address all time and everytime I call them and still there are no actions taken.
This department is a very bogus one because they don't do anything but just to take your call and try to get off the hook as soon as possible. They can disconnect your service in an instant but it will take them ages to reconnect your service thus your business will suffer.