(Shrug) Insane, whatever. All I know is, when I call the IRS, I can get a human on the phone who actively wants to help.
Try that with Google, PayPal, Amazon, Apple, or any number of other companies when an error they've made but refuse to even explain, much less fix, threatens to wreck your livelihood.
To redress grievances with my government, I don't need to make the front page of HN or go viral on Twitter. We don't go a week around here without another front-page lamentation to appeal for noblesse oblige from one of these intentionally-faceless megacorps. That's not how you should have to deal with a company you're doing business with... but it is how you deal with a dictator who leaves you no other choice.