Modern VOIP offerings make location largely irrelevant. I think the main reason companies now offer only email support is that it can improve the perception of workflow. If you are stuck in a phone queue for an hour, it's very obvious to the customer that staff levels are insufficient to deal with the peak loads. If your email doesn't get replied to for a couple of hours, that's just the normal expectation.
Your comments reminded me that someone told me ParentPay doesn't actually have an office - everybody works from home. Is this the real reason for not offering telephone support?