You're right, but that's the abstract view. The more immediate issue is precisely the lack of a human contact with the necessary agency to fix the problem. There's no reason to think "Anthony" was a human. If he is now, he won't be next year.

Eventually market regulators will understand that companies like Apple and Google aren't just corporations, but their competition. Things will change in a hurry at that point. These companies simply can't be allowed to control entire markets without corresponding accountability to the public.