But why?!

It's unfortunately typical that it now costs extra to pay for what used to be free. Making customers pay hundreds of dollars just to speak to someone who isn't reading from a script and/or speaking with such a thick accent that it takes 15 minutes just to understand their initial greeting just leaves a horrible taste in the customer's mouth. And half they time, they either tell you what you already know or give you misinformation. It doesn't matter what the product is. This is happening with everything.