Just on the subject of chatbots and chats.
It does seem to me that there is a trend towards making communication with customers more difficult or at least on the terms and by the narrow channels dictated by the provider. It seems to me ironical that some of the companies most difficult to contact are communications companies !
I think many organisations use a bot i.e. a computer program to filter, triage if you will, enquiries and that part of the system may deal with a portion of enquiries by giving standard answers and/or directing to internet resources. However the bot may then direct the customer to a real living person, who may in turn escalate the query to a specialist. The layer(s) with a real person are still a chat but it will be a more focussed chat and may even produce an acceptable answer.
I have recently had this experience with my internet service provider who would only offer full fibre solutions at renewal (something incidentally which I believe will become more widespread/the norm as BT/Openreach pursue the policy of dumping their traditional copper wire network).
Ultimately my query was dealt with in a technically acceptable manner even though they wouldn't do what I wanted and I have been bounced into full fibre. The main problem though is that the chat is very slow, presumably because the chat operator is dealing with a number of chats simultaneously. As mentioned the ability to download a transcript is valuable.
So my view is that if a chat is the only option then give it a go and persevere. My resolution as above took over an hour. Speaking directly with the right person would have taken 5 minutes !
If you are in a chat you can politely ask the person if they are a real living person or ask them something like how is the weather where you are located ?
In issues with a legal aspect don't forget that you can still write to companies using "snail mail" and here recorded delivery can be useful.