

It eludes to it here:
In one script, victims in India are told they are being contacted regarding claims of “illegal advertising” and “harassing text messages” sent from their mobile number. Another script, on the desk in a fake Australian police office, instructs scam workers to call restaurant owners claiming they are from a police department and need to order boxed meals for an event. At a fake Singaporean police office, a fraudulent letter stamped “notary public” accuses an individual of money-laundering.
Putting myself in the place of a victim, if someone calls or txts me randomly claiming to be a bank office that is investigating a problem with my account, I’ll probably dismiss it, or at most make a phone call to my bank (to a phone number I know is the bank, not one they give me).
If instead its a video call where I could clearly see they were in a very convincing bank, I might give it more legitimacy. I probably helps the scammer actors to be in the set to maintain the mindset. They could probably work together with other scammers in the same building something like: “Sir, I’m contacting you from [your bank]. [Police department from another country] has reached out to us because your account flagged for attempting to pay for [illegally imported goods]. I’m sure this is a mistake, but can you jump on this Zoom call I’m in with the officer so we together can make it clear to the officer this is not your doing?”

This kind of thing used to stress me out. It took me awhile to finally find peace but it comes down to this:
We all know what Uncle Ben told us that ‘With great power comes great responsibility’, and while that’s true it also must follow that ‘With little (or no) power come little (or no) responsibility.’
The systems in place have taken nearly all power out of your hands to fix the situation yourself. If you had (even temporary) admin access available to you, you would have fixed the situation yourself in a few minutes and completed the task. However, the systems around you are designed to limit your abilities, and channel you through narrow support paths that they themselves are limited in what they can do.
You responsibilities are to properly identify the need for support and follow the path (no matter how inefficient), and notify your direct boss of the situation that is causing the delay for the deliverable. You did 100% of your job here. No, it shouldn’t be this hard to get this thing done, but it is, and its entirely out of your control. Because you have little to no power to fix the system, you have little to no responsibility for the problems it produces.