Because they don't have better options. It's not as if Wal-Mart or McDonald's don't also have nasty policies and procedures.

IMO blaming front-line folks who make $10-20/hour for the policies of cabinet-level officials is rather pointless and unfair. Obviously there's a line here -- if they were enforcing rules that would seriously injure people then they should share the blame. But for the sort of thing described in the OP, complaints to higher authorities seem much more productive -- probably the OP's congressional representative and senators. The fact is that the policy is just stupid, and fortunately it affects a politically important group of people in a way that everyone can agree is unreasonable, so I'd say these officials ought to be receptive to complaints.