In what sense is asking someone to call their manager "harassment"? If I call a customer service line and ask to escalate (because the bottom tier staff are us

In what sense is asking someone to call their manager "harassment"? If I call a customer service line and ask to escalate (because the bottom tier staff are useless and can only click the same buttons in a UI as I can anyway) is that harassment? Why is it harassment for a customer to use the time of a company's employees (whilst they're on the clock), but not for a company to use the time of a customer for no reason at all, as a dark pattern to prevent customers from obtaining recourse? A refund should be a simple matter. Cancel order, send payment, done. Without 50,000 levels of bureaucracy involved, in the UK it could be done via Faster Payments in one second.