Obviously the best thing to do in many situations is spending time with other departments to get a better overview of what is going on but that costs money and many companies will not absorb that cost
In a previous job that I was in all staff were taken around to see the entire process of operations within the company and many of us had to spend time in different departments so that we understood the process from both ends.
What confuses me is that he is paying for a service that CS are professing to knowing nothing about. Surely the fact that he has a bypass listed on his bill should mean that the bypass should be listed against his account information??