Pretty much every customer service you contact is going to be an agent of a 3rd party call center. It’s been that way for decades.

At the one I worked at, only a single person would know how to contact the client directly, and that was the campaign director. And the campaign directors were terrified of contacting the parent company because they didn’t want to lose the contract and get fired (for what? I have no idea).

It took like 8 months for us to even be able to report a serious memory leak issue in one of their proprietary bullshit chat platforms.