No, incorrect. My experiences (as posted above) with getting 2FA removed, involved retention calls, which are handled by AmEx “Membership Consulting”, not Customer Service, and then being transferred temporarily to a Security department. I don’t know if you can request to speak to the security department, it may only be possible when they need to do 2FA for a phone call.

FWIW, 2FA for full website login returned for me a month or two ago, for unknown reasons, possibly after a Windows update. It seems to have gone away a few days ago without any specific effort on my part. My personal conclusion is that AmEx sometimes turns 2FA on and off at random, in addition to turning it on after a possible security issue.