Customer service phone menus are just there to get you to spin your wheels while you’re on hold.
I used to work as a CSR, for a company that shall not be named, and I picked up the line with the same line every time: “Thanks for calling **, how can I help you?” Every once in a while, someone would respond with, “I just spend ten minutes going through menus and punching in account numbers, why don’t you know why I’m calling?”
Folks, the fact is, none of the information you punched into the automated system makes it to the representative. I didn’t even realize we had such a system, having never called into our own office from an outside line. Every call was just dropped to us without context, because it’s just as quick for me to just ask you what you want as it is for me to look it up on a computer. The real reason those systems exist, ours at least, was just to get the customer to spin their wheels for a while while they’re on hold. That’s it. So enjoy your next interaction with the $megacorp computer system! It means nothing until you get a real human being on the line.
It might be that your company did exactly that, probably some calls were routed away from you if the topic was something specific. I really doubt that even 20% of the company with a phone menu don‘t use it to route calls or give the agent additional information