I don't know what the law is, so I don't know if she was.

"Was it the fault of the politicians? Me, as a voter? She had no other choice than refusing to help?"

Based on my experience, I'll guess that her office was understaffed and she was overworked, and her performance was judged on how quickly she ends calls.

Dunno if that's your fault. Who do you vote for? People who promise to cut budgets and taxes? Then yes, it was partly your fault.