[dictum]

I would love a customer-company relationship in which the customer gets meaningful information by privately contacting the company with a polite message, but in my experience this is rare. When an answer comes, it tends to misdirect rather than tell the whole truth.

Here you have a bank and a company known for secrecy.

But you acknowledge this;

> random CSRs don't get a pithy explanation

What the throwers of hissy fits are pointing to is that, by building blackboxes, you can get whatever result you want (which doesn't mean all results are expected) with plausible deniability.

[r00fus]

Perhaps because this exact approach of a candid private question can be abused to support litigation or corporate espionage.