Very bizarre conversation on Instant ChaT

Hi. I initiated a help chat online to discuss 2 problems I am having.1. I could not log in and needed help as my OTP was not delivering (yes i checked Spam!) :) 2. I am having some issues with the recent Mobile wifi I bought (more below). The conversation I proceeded to have with the agent Tanya was most bizarre! I could have sworn it was an automated response as both responses to my questions were met with \I am sorry for the inconvenience. Please contact the call centre"";and to cancel the contract as I have struggled enough and have now installed a line as we needed internet urgently."""