True, but that’s the case with most customer support related queries. Also, when money’s involved, people sometimes want to be doubly sure of things.
The problem with those 90 % of people is that they make it tough for people who have genuine specific queries, for which there’s no answer on Google or anywhere else. One can’t ever get through to customer support on phone, the emails often get delayed generic replies, and on this forum, the query may or may not always get resolved.
I do understand the issues you mentioned but things need to improve. Maybe have a separate line for people who keep higher amount of funds, or like you mentioned, charges for calls could be another solution.