It is indeed cruel, but even if you were allowed to contact them more frequently, they'd say stuff like "your case is still being processed". USCIS doens't have enough resources to get calls more frequently.
Also, most of the times there's not much agents on the phone can do. It's almost like it's a phycological helpline you can call to get somebody to listen to your frustration. Guess what, we have VJ for this 😅