This is a typical way people do business in Costa Rica, a third world country. You go to the electric company, phone company, water utility and so on instead of online. Few websites allow you to complete business transactions and even fewer function properly. People can’t afford computers or telephone data plans that allow access to such websites. Customer service agents at these businesses work quickly and competently. Work gets done and customers leave satisfied.
Back in the United States, a first world country, I’m always in a hurry. I fight technology to get work done. My password manager fails to update, so I can’t access the new password I thought I stored for my insurance company account. I now get a message that says, “Your recent activity was marked as suspicious by our Security and Risk Monitoring System. The functionality of the account has been automatically suspended.” I try, in vain, to locate a customer service telephone number. I find one for technical support only and I must battle an interactive voice response system to speak to a human being instead of a clueless bot. Once I reach the technical support agent, they read an annoying script instead of listening to me genuinely and fixing my problem. Finally, the agent solves my problem.
But wait, there’s more. I hang up the phone with technical support and try to access my account. It doesn’t appear that the two-factor authentication email will ever arrive. It finally does, but now I have to complete a CAPTCHA test so the insurance company can tell me apart from a computer trying to break into my account. I fail the test twice before I finally gain access. It took an hour to resolve the duplicate payment for an insurance bill.