Same at the US Patent Office. They are setting unreasonable performance expectations, and just grinding through people. “Do more with what we give or fail.” And so, these systems head towards failure.

Some years ago I had a similar situation--a claim letter from the IRS that didn't account for quarterly payments. I was able to resolve it by mail, sending copies of checks. Another time, they misread a 1099. Again, a copy in the mail resolved it. Now, even that is getting closed off.