In some cases, it is just training, and not even rules. Just yesterday I had this happen with a bank.I transferred money from one bank to another via ACH. Supposed to take 4 days max. At day 4 it came out of the one bank, but had not arrived at the second. I called, and was told it was 3 more days after withdrawal, even though electronic. She insisted,so I asked for the supervisor who told me that,in fact,it should arrive that very day, not three days hence.

So, I asked for the supervisor because I didn't like the answer...but it was because the answer didn't match policy and, fortunately, was wrong.

Cheers.