It’s SOP when dealing with any large bureaucracy. They won’t necessarily say no, they will send you to person A, who sends you to person B, to C, to D, etc. (and possibly back to A, who then sends you to person F, etc.) It can be a labyrinth, and only persistent people will ever get what they want/need.
A university education means that you have likely experienced this, thus a college degree is evidence that you know how to deal with a giant bureaucracy.
An interesting aspect is that if a person gets mad or testy at any point, the worker will hang up or call security and the process stops.
