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The issue isn't whether the company has the answers to the questions, but what it costs to assemble those answers in the requested form. You can't respond to detailed legal inquiries by just having customer support copy-paste from documentation; they don't have the expertise required to guarantee a complete and correct answer.

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Why do they have to copy and paste? Why couldn’t they make a self service tool where they login and get all documentation that is required by law? The law says that you have the right to information, but does it say you have the right to a human responding with only the requested information?

Just the same way a bank clerk is given a set of security questions so that he could prove your identity and the legal/security departments make sure those questions are relevant and to be trusted. Most of the time you're not speaking to the bank's lawyers when trying to open an account.

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