For the individual phone line worker yes, but as a system it’s an intentional layered diffusion of responsibility. The decision makers employ goons to tell you about their decisions and blame it on the “system” which is actually just a decision made higher up. You can get as angry as you want at the goons, they have no decision making power so the anger is likely to get nowhere. Even if you ask to talk to a manager, in most situations they’re only a middle manager and yet another layer of security for the person who’s actually screwing you.
That’s my favourite line, “I’m sorry we can’t do that because of how our system works.”
“But you’re ripping me off and that’s illegal.”
“I’m sorry, the system won’t allow me to refund you.”
“So you’re admitting that your company built a system that rips people off and breaks the law as a matter of policy? You realise that’s worse, right?”
It’s just finger pointing to avoid liability.
“Oh no, that’s not our fault! It’s these guys who did it, so talk to them!”
For the individual phone line worker yes, but as a system it’s an intentional layered diffusion of responsibility. The decision makers employ goons to tell you about their decisions and blame it on the “system” which is actually just a decision made higher up. You can get as angry as you want at the goons, they have no decision making power so the anger is likely to get nowhere. Even if you ask to talk to a manager, in most situations they’re only a middle manager and yet another layer of security for the person who’s actually screwing you.