I think they're compensating for not having a FORUM.

Their chatroom is set up like a forum. They need a forum IMO, it would be a lot more organized and reasonable considering how things are functioning as they are.

They don't like live-chat. They send you to their dead chat room, "someone will be with you when they're available. Just have a seat, stfu and wait for a representative."

They killed chat. I guess moderator likes it like, they can look at something else while no one chatting. They like to kill such an active atmosphere.