Inability to deal with issues within own system

When enquiring about a statement, I am sure the cyborg on the other end of the phone is equipped and efficient in spewing out the required information. However, when a customer has a problem you can be passed from pillar to post within the organisation. You ultimately end up with somebody eg. Ilsa who lacks the ability to conceptualise the problem, nor the ability to act on the issue. In fact after many frustrating calls, it boiled down to