@Huma0,
The concern and lack of trust in CS is that no one, guests and hosts, can rely upon CS them to follow the stated policies, because they don't know them, have no experience with the type of product/service they are supposed to be supporting, and appear to be instructed not to apply common sense. However, it's not all their fault, because even Catherine has misspoke about policies.
Last week, I contacted CS about a guest who sent a booking request, but their greeting message was just three words that weren't even a sentence. I asked CS to contact the guest, because I hadn't received a response to my request for more information, and said that I may decline. The CS agent wrote me and said that he sent a message to the guest, and that I can wait "a few days" and then decide if I want to decline. When I told him that the host is required to response in 24 hours, he replied, "Oh, you're right. My apologies." A host who is less familiar with the ABB policies probably would have believed his first comment, and ended up getting dinged on their response rate.