My domain is much less rigorous than banking, and even here, account closures are beyond discussion. The humans in the loop are low-wage, low-autonomy workers b

My domain is much less rigorous than banking, and even here, account closures are beyond discussion. The humans in the loop are low-wage, low-autonomy workers bound by detailed SOPs that have been lawyered to death. Owners of closed accounts sometimes sue, and the program's determinism / consistency are valuable defenses. So even if the process does something obviously wrong in the eyes of the senior people looking at it, as long as the process is correctly applied, they are very hesitant to make exceptions. My guess is that the people he worked with were genuinely positive and grateful, but then his account got caught in a machine like this and they were powerless to stop it.