when you interact with a service online or by phone there may be software in action that mediates how you experience the service: by sorting you. Live in a high income postcode? Get routed to a sales person more quickly than if your IP address makes you look as if you come from a less promising area. On record as an awkward customer or "time-waster"? Then wait in the queue.
We spend far too much time in education trying to pretend we can all get on whether hardened instrumentalists or dyed in the wool activity theorists, and it won't do.