I know it's frustrating for the customers and I'm sympathetic to that, but I have no power in this situation and all I can do is basically take the abuse with no answers to give them.
And I have to keep reporting things so internal folks care enough to work on it I guess?
It sucks when your job is to help and people expect you to help but you actually can't help at all. It's tough to just shake that off. Ugh.