I do understand your worry. Sorry to simplify the response.
As far as the call center, they are useless. Never called ‘em. Never will. If my TA can’t figure something out, she can call. I don’t know if she calls the same number, but she does seem to get what she needs. Why doesn’t Princess hire and train for success? I don’t think anyone here can answer that question. Surely the executives who run the company are aware of its shortcomings RE: the call center and app. Yet, nothing changes for the better.