Ebay customer support, are they trained?

Recently ebay changed their policy that your email address should be different to your username. But mine are the same, I asked should I change it, why wont the system let me change it. But to no avail did I get any help. They constantly disconnected me from the web chat. And the guy on the phone didn’t understand me and had no clue to me other questions.

This leads me to believe they are really untrained.

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