This might be country specific? Specifically dependent on laws in the fields of consumer-protection and keeping things universally accessible.

I don't own a smartphone. I have never owned a smartphone. There are inconveniences, and big organizations definitely try to push you toward the way of doing things which has the lowest costs for them - but there are no actual blockers. There is always a path involving actual humans, and regular phone calls (or emails or paper forms).

Reactions tend to be wistful variations of "I wish I could" or "but how do you?" - and it's really always about the most trivial inconveniences.