As I understand it the initial response on the text service is from a bot, but after a few responses you should end up speaking to a person if that is required. It saves you hanging on the phone, but I have seen a few posts that say you need to respond to the texts quickly to keep the case active.
There are also humans that work for VM on these forums, but again it can take a few days to get a response.
The VM customer experience via the call centres has always been ropey IMHO even before the pandemic. The difference now is that less staff has exacerbated the problem. At least you have this forum to try to get help, which is not something all companies provide.