Unable to speak directly to anyone in the HMRC "SARs team"

I recently submitted a Subject Access Request which was rejected. I received a rejection letter which I did not understand. I spent 30 mins waiting to speak to a "NI Advisor" who could not answer my questions. She escalated my call to a "NI technician" who rang me back today. He had spoken to the manager of the SARs team who said to ask me to send a snail mail letter to HMRC with my questions. This "technician" could not answer my questions, and I felt sympathy for him as he was a "piggy in the middle". I asked to speak to a member of the SARS team - was advised NO THEY DO NOT SPEAK TO CUSTOMERS! (Are they demi-gods who do not deign to speak to us mere mortals?!) Can anyone in HMRC advise me why this is the case, and the reasons behind it? I find it frustrating and annoying that I cannot speak to a person with the correct skills, experience, knowledge, responsibility and authority to deal with my enquiry.

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