The situation is pretty dystopian, but as you point out I think most people upset about it are not willing to face the realities of the "80/20" (more like 99/1) split of fraud v.s. legitimate mistakes. Patrick McKenzie has a good article about the tiers of bank support[1] that makes the point that even though the experience of tiered support often sucks, it's essential to making these financial products widely available. Without the dystopian support structure you couldn't have things like widely available credit.

Most megacorps do suck - and also it's probably true that the lack of customer support is necessary to offer the products they offer at popular price points. People just don't wrap their heads around the scales involved, generally because the exact numbers are proprietary.

[1] https://www.bitsaboutmoney.com/archive/seeing-like-a-bank/