Having worked for a major bank before in one of their customer service departments, I would typically get the brunt of it from people who had to navigate that labyrinth, it was sometimes just as easy for workers to get lost on the inside as people on the outside. Sometimes I thought it was just all poorly planned out and not necessarily out of any ill intent, but other times it seems like the whole thing was just designed that way to get people to quit trying. Sometimes we would go through with the customers through the whole dumb system ourselves just to make sure they were getting to the right place, but still run into all sorts of road blocks or find out later from the account notes that wherever we got them to still couldn’t help them. And it doesn’t help when customer service reps are being graded by their time on the phone, staying on a call longer than whatever the designated cycle time counts against customer service reps, so the motivation is to get people off your phone as quickly as possible.