Nope, you're not going crazy. Having to deal with the largest bureaucratic bloated gov't agency next to Homeland Security in the world is their version of quality service. Wait until they automate routine services with AI. Good luck trying to speak with a rational thinking human. 
"It is hard to imagine a more stupid or more dangerous way of making decisions than by putting those decisions in the hands of people who pay no price for being wrong." – Thomas Sowell