I think its a cult of obfuscated accountability. Everyone hiding. 

 True 

 And GM sir 🫡 

 A colleague of mine mentionned it yesterday.
I had pressing matters at work, and sometime a call help to communicate the importance of it. 

 Eh. It's worth pointing out that when you call you get :
-VM and then a text back
-some foreigner named Doug who can't understand and will need to escalate over a series of hours or days. 
-most firms prefer to use low-value chat bots which waste time and ultimately yield a required call all in the name of MUH self service. 

The real problem is customer service as a whole has deteriorated to the point where Noone is accountable 

 Me 💯