Does it come from Japanese Responsibility Avoidance?

I wanted to get a refund a reservation I canceled right after making it. So I called the restaurant since the platform told me to do so. But the restaurant just say call to the platform cutting me talking off. I've run into this kind of situations while Japan residency in multiple times. Like, the system looks it exists on surface, but practically it doens't work. It seems to come from the responsibility avoidance. Japanese tend to split and pass the responsibility to avoid got stressed. I think this case came from that historical and cultural context. They don't focus on problem solving, passing the cause. What do you guys think about it, is it a part of culture in Japan? Or does it depend on individual?