Why is it this hard to transfer an eSIM?

I have an eSIM in a postpaid business account.

Not only can I not transfer it to a new phone via settings, as I should be able to do in iOS14, I am also not having much luck contacting t-force. Can't contact them via the app. Took an hour to get through via multiple tries on the web chat.

Finally got through and the rep is copy-pasting instructions intended for the rep. I cannot exactly do anything in ATLAS. Repeatedly tells me to scan the QR code, and how to scan the QR code (on an android) but there is no QR code to be found. You'd think she could maybe, you know, send a QR code.

Eventually got transferred to a specialist who was miraculously able to send me a link to the QR code. Took him something like 3 minutes for the entire call including the usual pleasantries.

So that took roughly 90 minutes for a 3 minute transaction.

Now I'm on my second one, trying to move my free line from a physical SIM to my old phone eSIM. Got "hung up" on twice waiting for reps to type or having reps decide they're done. Funny thing - it's not working. Argh.