A family member had a banking problem last year (they got locked out of their account due to accidentally tripping account theft protection). Of course initially they weren't all that mad, it was their own fault. But customer support staff just had them running around in circles, gradually getting more and more infuriated until one support person finally empathized with their months of daily struggle and bothered to escalate them to someone who was able to force through a fix.

I had a similar experience with my university last year, the support employees were constantly tone deaf about the serious trouble they were causing me by asking me to drop all my other obligations immediately to deal with the consequences of their mistakes.

Every "sorry for the inconvenience" just rubbed salt into the wound because it just further emphasized that they didn't give a shit and that I had no recourse. Especially because the employees did have ways of making things better, by being proactive in providing information and making the accommodation adjustments that were within their power without my having to ask about them.

Eg letting them (to an extent) rant about the trouble being caused to them, phrasing things to not come off as confrontational or blaming, anticipating things that might trigger another outburst (eg being asked to try restarting the router when they've already claimed to have called in several times and thus may have been asked to do so several times).