The better answer is to either make policies that are actually reasonable to more people or to invest in more training for the representatives having to pass on the information so that everyone involved understands. Unfortunately, that is not likely to happen. Most times, low-level employees do not understand why a policy is the policy: Even if they do, they aren't likely to be allowed to pass this information on to the customer. More training is not likely because most of the call centers, at least the ones I've worked at/know of have very high turnover rates (in the US). More training would mean more investment in employees that may not last more than 2-6 months for various reasons.

Policies that actually make sense rarely happen for larger companies, it seems.