That honestly is just the worst when it happens. It sucks for both the rep on the phone and you since it's just a waste of both of your time (though at least they get paid for it).

Had a similar back and forth over multiple days where I spent hours on the phone with them. On the third day they finally sent me to a different call center with someone in the US that was authorized to go off script and actually solve my problem. Took five minutes.

I just don't understand how it makes sense. Considering just how much these companies limit the utility of customer service, it's no wonder they want to switch to LLMs. It's likely no worse than the service they are already providing 99% of the time.