I am having the same struggle right now with Amazon and I assume the reason is somewhat similar. These companies grow and scale at such an incredible rate that they could never give individual issues the attention it deserves.

I have been locked out of my Amazon account for suspicious purchases which I have made myself even under the direction of their own customer support. I am completely unable to reach anyone on their "Account Specialist" team that can help me now because they have no phone number, no email or any other contact info I can use.

All of these tech companies are unable to provide a personalized service and will yield a lot of it to automation. Talking with a real human being is difficult. Talking to one that can actually help you is almost impossible.