Lack of understanding and empathy for the less fortunate

Due to unforeseen circumstances my cell phone number had to change. I contacted the helpline to request help in changing my number as I have no transport to get to the branch. I was told that I have to go to the branch, but I have no money left after buying my food and paying for my basic needs and also have no one to take me to the branch. I am just curious to know how many people suffer from the same problem. They really don't care about the vulnerable people out there. I just wish they could implement a system to assist people online. I have seen first hand that some people have to go to the offices to sit in the queue whole day without any assistance just to have to go back a few times. I feel sorry for the people that has to go through a broken system. I thought that by now a system would have been implemented to help them alleviate the work but obviously the system don't care about the less fortunate people.