Dunno, maybe their translation software is broke. I’ve had a hazmat case open for 8 days without a response at the FBA department. It’s an FBM item, and like a tool (think of a wrench and not hazmat).
I can’t understand the reps, so yes disconnecting the phone would be less frustrating than trying to make sense of every tenth word the rep says.
Amazon has poor seller support services all the way around. But how much are we sellers willing to pay for better support? $100 a month pro seller fees? 30% transaction fees? At least in this regard, most sellers are no different than buyers - they want the best product/service and they want it cheap.