Strange are the ways customer support works
This is now an SoP (Standard Operating Procedure) of support teams. They don’t reply by email, instead, call you once, you will miss because you have a life & busy, immediately they close the ticket. They don’t retry calling. The intention is not to help the customer, only to close the ticket at the earliest.
And why can’t their own Mobile Apps be used for this? You get notifications all the time for all marketing messages from them, but not for customer support ticket that you really want to know about. Strange are the ways of corporate companies.