> But blaming them for not accepting email is kind of silly. They are not empowered to do that kind of thing.

Perhaps it's irrational, but I have this viceral feeling that refuses to allow me to believe that people don't have agency.

Who is her manager? Tell them how stupid this is! When they say "there's nothing I can do about it", then talk to their manager!

I recently left Chase bank due to this same kind of helpless attitude they have toward you. And then they ask "have I addressed all of your problems today?" lol