Earlier quoted context omitted.
> I'm guessing they receive a high volume of support requests and are understaffed. No, the reason is that there's no penalty for the behavior you just witnessed, so it's more profitable to stonewall victims in hopes they go away, and only refund when the authority actually forces them to, which only happens in a small percentage of cases where the fraud victim actually escalates their complaint to the relevant autho…
That's what I thought too, but I'm giving them the benefit of the doubt. If that was organized, that would be quite the scandal.
Airlines do the same when it comes to compensation claims.