Like many others, I find Tidal to be a phenomenal deal. I love the fact that for $20/month I get such a wide variety of hi-fi quality music. Thanks to Tidal and this forum, I have discovered all sorts of new artists I might never have found.
Some people, like the OP, need the personal touch - a knowledgeable phone rep to hold your hand and explain the finer points. Frankly, to me, the less human interaction needed, the better. With the right online resources, I’ll solve whatever my problem is on my own with less time and energy than what goes into a typical customer service phone call. It sounds like the OP doesn’t like the "social contract" of online business. We give you low prices and high value, but the cost will be attentive personal service. Few online businesses can afford to provide all three of those and still be profitable.
As for "purchasing" music. I just buy the CD used on Amazon. It costs about the same, or cheaper, and then I have my own physical copy to do with what I want.