That is because you misunderstand the purpose of the Customer Support forum. It is an Information Desk to help you figure out how to use the Support system, clarify policies, and answer general account type questions. ALL the forums, are for player to player intereactions. The CS forum and TS forum also have Forum Support Agents during work hours most days.
The CS and TS forums are NOT a means to ticket or reach GMs. That is why you feel they are “odd”, because you don’t realize what they are set up for. I don’t blame you. It honestly is not well explained.
There is no phone number to call and has not been for almost 15 years. Phone was for Account access and billing issues but people clogged it up with all manner of other things - IF you could get in queue, you often waited on hold for 2 hours. On a Cell phone - because the shift to those was going on at the time.
These days you can file a request for Live Chat or Phone Callback IF you have an Account Access issue, Billing issue, and for some Tech Support issues. It is not a means to reach a game GM for game support nor is it a way to submit a bug, appeal an account action, etc.
You may also want to read about the Support system.