From experience, users who come to IT and simply demand we do something because 'reasons' usually aren't prioritized for follow up. Managers who come to IT and

From experience, users who come to IT and simply demand we do something because 'reasons' usually aren't prioritized for follow up. Managers who come to IT and demand we do something and show us how it affects their work/department and perhaps the rest of the business and offer to be part of the solution making process often get first class attention. Could it be IT is blowing you off because of how you're delivering your complaint about SMS 2FA without regard for their existing workload? They likely have more than enough on their plates as it is to simply do something because someone from a department said something about it, and IT doesn't exactly pivot on lithium battery, especially in hospitals. That doesn't mean they don't care about your issue or request, but like every other department they have objectives and goals that were likely set well before your 2FA conversation even began.