I called once several weeks ago and had no trouble reaching a real person.
That is what my review is about. Auto chat app limited function. Took me long time to learn never use it again. I do know they are busy in this shelter in place time... but app easy to have more options.
Couldn't talk to a "real" live person... gave up... said they would call me in like 4 hrs. Or some rediculous amt.of time! Of course, no one called!