Sad reality is that live customer support is very expensive to maintain, and the calls with questions which could be answered through The Neighbourhood, My Account, Chat, Twitter, or Facebook are in the queue with those calls which can only be answered by a CSR. I have had good success by calling first thing in the morning with my query.
Lol. They did this a few years ago...if not longer. This is why in part subscribers are going to Koodo instead. Koodo has very good response times when connecting thru social media like facebook and twitter.
The argument that call centres are expensive to maintain are actually moot considering in Canada it's been proven (unless you cherry pick the studies) that we pay the most for cellular service.