Perhaps the people who are "higher and higher up" don't know what the inputs to the algorithm were and therefore can't say one way or the other. Perhaps those inputs are sensitive PII which shouldn't be accessible to the customer support reps who are trying to answer these concerns.

Now that's probably cause for concern too, of course. Imagine if you actually saw the massive personal data trove that has been collected on you which is being used to make these decisions. Sends a shiver up the spine doesn't it?