Welcome to Japan. This is sadly the norm, not an exception of JAL. IT is archaic and chat is still virtually unheard of. 24 hour customer service? Lol... What's that? It's also the country with the worst English proficiency scores in East Asia, so even companies who do their best to provide service in English struggle.

In fairness though last time I called the US call center (after a 70 minute hold) I got someone in the Philippines. That's perfectly fine however it was just a call center and they still had to call someone in Japan to make any decisions.