The official answer can be correct while the practical problem remains untouched.

Institutions answer the question they are set up to answer. The reply is accurate, the policy is quoted properly, the box is ticked, and the person who wrote in still cannot get to the appointment or pay the bill or open the door. Correctness and usefulness are separate achievements, and only one of them is measured.

When you receive an answer like that, say plainly what is still not solved rather than arguing with the accuracy. When you give one, ask yourself whether the person can now do the thing they were trying to do. If not, the reply was information rather than help.