Ya Know, I've done customer service for a nationwide financial services company, and there were times the computers were down; the big professional computer services company worked on it overnight, and, sometimes, we were just sent home.
Other times, the company arbitrarily closed down a customer service branch office before being ramped up to handle the usual amount of calls. Our location was inundated and overwhelmed with calls, and the customer wait-time was 20 - 40 minutes. "Professional" companies aren't perfect, either, and, believe me, their only motivation was profit; they didn't give a rip about the harm their mistakes caused the customer. All they cared about was how fast you could get on and off the phone. If you actually took the time required to actually solve a complex financial snafu, you would be in trouble for taking too long. I'll take Auctiva and eBay any day.