From the bank officer's angle, the strategy they used (find some info on the site and send it to the customer) probably works well over half the time, because p

From the bank officer's angle, the strategy they used (find some info on the site and send it to the customer) probably works well over half the time, because people just don't read. That you did, and got rightly annoyed by the response, probably makes you an exception from the bank officer's escalation experience.