A lot of customer service has literally turned only to tagging or DMs in places like Twitter. So, it’s s problem beyond preference. I completely hear you.

Citi canceled my paid off credit card because I hadn’t used it, without warning me it would. And being unemployed, I didn’t qualify to get it back. Phone customer service was polite but short, the guy I got through a twitter rant was lovely and still couldn’t fix it, but at least cared.