That sounds like some experiences I had even before chatbots were a thing. You're on hold for 15-30 mins and being passed around between customer service reps that are reading from the same scripts and asking the same questions without understanding or considering my answers. Then suddenly the line is disconnected and you have to call back and do the same dance. Makes you wonder if this is being done on purpose to make you just give up(it is, the KPIs just look better that way).

On the other hand, I've had some interactions with customer service reps that made me wish a chatbot was available. Like asking for a medical appointment.