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You can see the comtempt that PSA has for their customers right off the bat. Go to their website, scroll to the bottom, and click on 'Help Center", then click "Contact Us" under the "Chat" button. They have a message that says, "If you choose the wrong contact reason, your request will not be read". No, if you accidentally choose the wrong category, then the person who reads it will not care enough to forward it to the right department. Additionally, they don't have enough categories to choose from when you need to contact them. Why can't they just accept a message from you like a normal company would, and route it to where it needs to go? This is just pitiful.
Desired outcome: The desired outcome is act like your customers matter and revamp the way you provide customer service.
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That is a deliberately hostile design and you are right to call it out. Here is the practical workaround: ignore the dropdown categories entirely and select the closest general option like "Order Inquiry" or "Other", then in the message field clearly state your real issue in the first sentence. Also, call their customer service number directly instead of using the web form, because phone reps can route you properly. If that fails, reach out to them on social media, as companies often respond faster there to avoid public complaints. You should not have to play guessing games to get basic service.