Companies I've worked for in the past have had no such regulations, they simply wanted to filter out as many customers as possible. Ironically, the ones that got through were usually the most angry, or became such because of the process, meaning they couldn't be helped in any satisfying way anyway.

It was entirely so the people in charge of answering the customers could also wear multiple other hats and cut the amount of employees down to "if one person calls out the whole operation falls apart" levels.

Like always, the government and the corporate are competing to see who can fuck each other into letting them be on top, and at the end of the day the person who actually needs something is left in the middle holding whatever is left.