Having worked in a call center, I think it's more driven by the fact that labor and customer service costs are high and call centers are expensive to operate, so they try to not offer that as a support option.
Very few customer supports provide reasonably prompt written communications, though. And the trend of chatbots to try and help you first is particularly bad.
You can get through a chatbot with way less effort and chat text support I find less aggravating and focus stealing than voice support. On top of that, you get a written record!
