What, do you expect them to be honest? If they were, they'd say, "We don't give a crap about you or your problems, and we'd be a lot happier if you'd just quit bothering us."
So right! That they have to tell you “we care about you” tells you the exact opposite!
If they were honest, they would add “if we really cared about you, we’d staff up to handle the call volume and hire Americans who speak English.”