[Nextgrid]

The problem is that unfortunately there are a lot of monkeys out there that actually do call for things that can be done online, either because of laziness or incompetence such as not being able to manage passwords to login online (I used to work in a customer-facing role selling phones and the amount of idiots buying high-end smartphones while not even being able to login to their email was mind-blowing - I did more password resets for Hotmail/Gmail/Apple than my main duty which was to deal with carrier- and network-related issues).

Of course the real solution is to make phone support paid (with a refund if the problem ends up being the company's fault or something that can't be done self-service) as to discourage this behavior.