Wow, very sorry to hear of your troubles, but not at all surprised that you were abused that way.
Broken equipment apparently is no excuse. The city employee was "just doing their job." The system is designed to screw people.
I too hope for change, the sooner the better. My thoughts on bringing that about have changed radically over the years, and I now just try to ignore it all to the extent possible and to develop good things that will be of value to others in the world.
Thanks for sharing a part of your story here.