Keypad nonresponsive in call when speaker on

Read November 2020 Q& A. My observed issue is when on a call on speakerphone, keyboard no responsive. Call to numbers with automated options - 1 for sales, 2 for scheduling etc does not relay keyboard presses to automated system on other end. Thus automated system detects nothing regardless of the dozen times I’m mashing a button & disconnects me. Tried again & turned speaker off. This time all worked as it should & # pressed did transmit to other end. Apple support told my it’s all in the line. Had me switch to keyboard & press #. Since I wasn’t on speaker (it was a chat) she declared victory. I realized I was being told glitches cannot exist in any Apple product ever produced so I ended the chat. Apple, you have a glitch. Fix it.