A couple of thoughts to consider:
Zeroth, there really is no substitute for losing your home. Not being taken in for the night, not a shelter.
First, morality and legality are not identical.
Second, not doing something is a choice. Not acting and acting both have moral implications.
Third, systems are at times very good at pitting individuals against other. An employee can say "they are just doing their job"; meanwhile it is the organization structure that might strictly limit what authority the employee has. This can put the customer in the unfortunate position of having to raise issues with multiple layers of people, which takes away from their normal duties, before getting an issue resolved. A considerate customer might feel bad for "taking up" the first tier employee's time. This is by design. Think of car dealerships. I feel terrible for the dynamic of almost everyone involved there.
I haven't really laid out the specific connection, but I think you can see what I'm getting at. The car companies that hire repo companies probably don't empower the repo companies to exercise discretion. The people that build these corporate structures tend to understand human psychology and use it to their advantage.