alt Hacker NewsIrrelevant. Even if you're right, and not merely oblivious to the space of possible deployments of fax handling support in modern offices, the author (or narrator) is clearly proud of their behavior in situation (or story) they posted, so my comment stands.
The text leans heavily ChatGPT.
I suspect this is a revenge fantasy rather than something that actually happened.
As for who's responsible - it's a mix. Some people who deal with these situations are doing their jobs because they have no choice.
Some are active sadists and do the job because they get to bully the weak.
This happens a lot in benefits management, and also in immigration, in most countries.