Allow the phone billing department to do something

I had a billing issue connected with a gift account I gave my roomie.

When I called billing I was told "we can't do anything, use e-mail"

Which begs the question "Why have a telephone billing support department in the first place?"

UPDATE: Ok, since it was 6 hours since I e-mailed I figured i'd try calling again. Apparently the Primary LL call center can (And did, many thanks!) take care of billing things. The first time I had called the backup toll-free # that the recording gave me and they were unable to assist me.

Oh, it was worse when the account hacking happened. Automated phone jail said, "due to the hack we want you all to change your passwords, we can't do it over the phone for all other issues, use email" and then it HUNG UP.

And not surprisingly I was able to change the password in question BY PHONE before I ever got a responce by email (still waiting for it ).