Why does Turbotax refuse to offer a real person for customer support?

I've been a paying customer of Turbotax for years now, and have never needed a live agent. But for the past week, I have had a difficulty with the software that I need a live agent to address. The answer to the question isn't available anywhere online. Unfortunately, it has been absolutely impossible to connect with a live agent about the software in any medium. Turbotax doesn't offer email. Turbotax offers a "tax expert" if you pay a huge fee. But I don't need a tax expert, and shouldn't have to pay for simple customer support in any case. Turbotax has a phone number. But I have called numerous times. Every time, the automated system demands a "more specific" answer. I've tried numerous different responses to attempt to communicate my question. Every single time, the automated system says they'll email me a password reset, despite the fact that I never asked for it, and then ends the call. Why does Turbotax refuse to offer a real person for customer support?