Fair enough. Scale does make things harder but my $FINANCIAL_INSTITUTION has a lot of scale too and, if I have an issue with my account, I'll have someone on the phone sooner rather than later.
Conrad's corollary to Hanlon's razor: Said razor having been over-spread and under-understood on the Internet for a long while now, it's time to stop routinely attributing lots of things only to stupidity, when allowing that stupidity to continue unchecked and unabated actually is a form of malice.
(Hm, yeah, might need a bit of polishing, but I hope the gist is clear.)
[1]: Where stupidity is further defined as "willful ignorance"