What do you expect.
You will get the same kind of nonsense from Banks, Utilities and a whole host of other commodity run process organisations. A call centre operative works to a script, if you deviate from that script they have no authority to act. Not only that they are limited in the amount of time they can spend on the phone to you, as they need to answer a given number of calls in a given time to meet their targets.
The processes are set up to protect he organisation from the effects of random decisions by their employees that might get them sued. If you stick to the process you can't get fired or sued. Trouble is that human beings outside this world don't follow the process rules, and the number of possible variations of action exceeds the capacity of most business analysts to think through, especially as they are usually inexperienced in life.
Our societies continued obsession of pushing costs down mean that you get the service you pay for, and that it is naturally imperfect. Remember that a call centre is built by the lowest bidder, how has put in the lowest effort quote to deliver the minimum solution that meets the customers requirements which were in turn written by business analysts who were brought in from a consultancy who quoted the lowest price for the work. Each of these will seek to maximise their profit by time boxing their efforts to meet timescales and budgets. Step outside that and you get into change control and ching, ching, ching.
Full marks, if you want service go to the service desk and demand satisfaction, the call centre won't help, but the human beings in front of you will, because they can see you, and have to deal with a face, and are far more likely to do what you want, and indeed know how to do it, because they don't work from scripts.