If you have a complicated issue that you need to resolve where the options branch deeply, or that person has been ghosting you on other methods[0], a phone call can clarify things very quickly.

If I have anything that is even moderately complicated to resolve, I will call customer service. Even though the wait times are brutal, I tend to get my problem solved faster that way.

[0]: what is to stop that person from ghosting you on the phone? Redial. Then curiosity will kill the cat.