I agree with all of the above, but the issue appears to be with the 'gatekeeper' answering the TSA Cares line. If they don't think that the item or situation is an issue, they may not refer the caller any further, or arrange for a CSM. In this case, the woman was left right where she started; confused about the TSA website and with conflicting information and experiences.

I also understand that TSA may not want to offer a CSM in every case as it is most likely a staffing/labour/availability issue, but if someone was given that number BY a TSA staffer, and calls with an issue, and isn't referred further, the system is broken.