I work for a company that has so much bureaucracy and silos that teams maintain wiki pages with links and routing on how to create tickets for specific tasks and wether there is a specific mandatory information needed in order to not have your ticket just closed as incomplete without an explanation.

Sometimes a team unilaterally decide to change the process, info is sent to a random number of mailbox/managers who may fail to pass the info. Some entire teams just put themselves in away status 24/7 and do not respond to direct messages.

So yes I can believe his story. Sometimes in these kind of companies you just don't know who and how to ask for something and you just hope someone knows someone who might know.