What is the point of the online chat if it doesn't work

I am desperately trying to get someone to explain my bill (I cannot make personal phone calls at work, so I cannot call) and when I click on the "online chat" it just greys itself out and says the agents are all busy. What's the point of this feature??

It works, because you are not able to chat doesn't mean it's broken or pointless. Granted it seems as if it is always busy customers do chat with reps all the time, enough to where it is always busy.

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What is the point of the online chat if it doesn't work

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