Why is your support so bad?

The automated system has hung up on me multiple times when I'm trying to get in touch with a human for support.

The problem I was encountering wasn't a standard problem, but "contact an agent" is gated behind being texted a link to the app, which I already ran, but couldn't get into because my "bill was past due", even though I'm enrolled in auto-pay.  I also actually paid my bill early, in the hopes of getting past that screen, but couldn't.  So I needed to talk to a human.  But it was extremely hard to talk to a human and I ran into multiple dead ends on your automated system that literally hung up on me.

I get why you do it.  Because lots of people call with stupid questions that they should have used the app to fix on their own first.  And so it saves money to weed them out.  The problem is, it impacts the people who are having legitimate problems that need help from a human like me.

Then, when I'm on the phone with support, they literally are trying to sell me things.  If I'm calling for support, please don't try to sell me something.