It's almost impossible to talk to a human with CA. And when I do, it's usually someone very green and they have no clue what they're doing. I'm pretty sure they are all working from home still too.
The most recent time I dealt with them, CA erroneously adjusted the exemption credits of all the disability trusts I do. A small issue, but an issue nonetheless. They adjusted the credit from the allowed $129 down to the typical $1 so all the trusts got letters essentially saying they owed an extra $128 of tax. I called a few days in a row and eventually was successful and got placed on hold (instead of them hanging up due to "an extremely high volume of calls"). When I got to speak with a person an hour or so later, she was clueless. I explained the issue and she thought I was referring to exempt entities and tried to transfer me to a different department. I said it was just a trust, not exempt entities, and it was just the issue with needing the bigger exemption credit - "the exemption credit, not tax exemption." She actually had me explain to her the exemption and how it worked, as well as why these trusts got bigger ones and what made them qualify. She then put me on hold to contact her supervisor to run it by her and see if that was something she could change and how to adjust their system. After her "learning curve" she was able to help me fix them all though.