One morning, my bank account was frozen by the tax office. It took me two days and many calls to even understand what was going on. There was no warning, no apparent reason why direct debit would fail that one time, but it took me 7 days to get access to my account again. Meanwhile, I couldn't buy groceries. I got a few late payment fees and a mark on my credit score. No one apologised. No one even noticed.
This is not a tech problem. It's a scaling problem. An increasingly large part of your life is at the mercy of automated systems. If you don't fit on a flowchart designed by a white collar guy in California, you don't exist.
If one in a billion users has an issue, they must be really loud for one in twenty thousand employees to pay attention.