It's an issue of empowerment - every transaction with the OPSC seems to have to get a supervisor involved. Why are agents not empowered to complete simple tasks?
I had to call to get a RU returned off an itin where it didn't clear and didn't pop automatically back into my account. While I was able to get through quickly (Elite line reservations trick), I spent 20 minutes on hold while the OPSC agent held for a supe. She actually seemed like the most competent one I've dealt with - she took my # and told me she'd call me back, as she didn't want me to wait on hold. Great!
No call ever came, but a few hours later the RU popped into my account. I shudder to think about spending all that time on hold.