What is needed is to charge the company directly as well as any specific people. Nothing should happen without oversight and that's the company's responsibility, in the way a warranty return is the company's, not the mailroom guy's, responsibility.
The discussion is a bit like the Chinese-Room thought experiment. Would you charge the worker if the manual on deciphering Chinese was actually a manual on running a Ponzi scheme in Chinese? In some hypotheses it might be unclear to the workers that the process is ultimately unjust, but practically (speaking as someone who's been (briefly) employed at a few shady companies), intentional ignorance of their effects, and usually an attitude that the customer deserved it for not knowing better, are pervasive from customer service up to management.
The discussion is a bit like the Chinese-Room thought experiment. Would you charge the worker if the manual on deciphering Chinese was actually a manual on running a Ponzi scheme in Chinese? In some hypotheses it might be unclear to the workers that the process is ultimately unjust, but practically (speaking as someone who's been (briefly) employed at a few shady companies), intentional ignorance of their effects, and usually an attitude that the customer deserved it for not knowing better, are pervasive from customer service up to management.