Pretty much. The same exists in the UK in all sorts of fields.

My preferred strategy is repeated escalation mixed with what I'd call some variant of baby language.

"You owe me X, please send me X, your internal processes are broken, please send me X".

"No, I don't care about your internal processes, you owe me X, please send me X."

"You haven't sent me X yet; can you send me X or do I need to initiate legal action?"

So far this has always resulted in me actually getting the X I'm rightfully owed. One day it probably won't. Sigh.

Amazon in particular have been amusing WRT this. "Our internal procedure takes X days..." At that point I usually cut them off and remind them that it's none of my business how they run things internally; what I want is resolution for the issue I'm facing.