The CSAs work out of a call center.
They pick a ticket from top of the queue, ask scripted questions to get info, then move the ticket towards the correct answer box or back onto the queue for the next available CSA to pickup. They have a lousy job, gotta keep pushing numbers and meeting quotas without rest. Public Mobile (Telus) "optimizes" their workflow to make sure everybody stays busy and that customers have a (theoretical) maximum wait time for ticket resolution.
It is not like a store or office where you and one agent interact face-to-face across a desk or counter until problems are solved.
Yes, it is frustrating and it sucks. We get the "no frills" we pay for. Your only options are to patiently work within the system or to go somewhere else where they have a better/faster system. I personally prefer to wait for an email or private message instead of waiting in line in some obnoxious store, it's wasted time either way but at least this way I'm not pinned down and I can do other useful stuff while I wait. But it's not the best choice for everybody.
