I understand this issue of unable to find a real person to talk to. In the end I did online chat, and the CSO in online chat taught me that to get to someone to speak to on phone, you need to do this:
Select credit card personal loan press 1 >> credit card press 1 >> statement balance press 1 >> read out via voice >> once fully completed, wait for the message that says "press * to speak to an agent".
I told the online CSO like wah lau how would anyone knows this trick to get to a real person zzz
anyway I find it's quite easy to reach them via the online chat, the only problem is that both the app and website are buggy, the chat bubble may not come out, so you need to keep refreshing until the bubble appears