All it would take is someone to take the call, explain it will only cost 30c and to put that person into the phone queue to speak to someone.
People in trouble with their bills are usually already emotionally compromised due to money worries, they could be someone elderly, hard of hearing, or have little English, or have a communication difficulty. The sense of isolation then when a machine cuts you off must be very unpleasant.
No one chooses to have trouble with the bills, yet when you speak to some Customer service agents the attitude is that I 'chose' to not pay my bill.
I guess I could start campaigning at local government level instead of venting on here.