“The reason you have to “jump through hoops” to “simply talk to someone” (a professional, with meaningful decisionmaking authority) is because the system is set up to a) try to dissuade that guy from speaking to someone whose time is expensive and b) believes, on the basis of voluminous evidence, that you are likely that guy until proven otherwise.”
Chase paid tens of billions to buy First Republic and still cannot tell McKenzie the balance on a line of credit First Republic extended him. Most banks license their core from Fiserv or Jack Henry and bolt everything else on by accretion. Every handoff between those systems drops cases on the floor, and Tier One support exists to keep you away from anyone who can fix it. The bank knows to the cent what you owe. It has no idea what it promised you.