It's an unfortunate fact that magazines need people like Katy to sort out their subscription departments. Of all the magazines I have worked with, subscriptions have been the major complaint from readers of all but one. What was different about the one is that they were a small operation that handled subscriptions in house instead of outsourcing them.
Not only does that result in poorer service, but it also makes it very difficult for individual magazines to do anything about it.
"Insanity: doing the same thing over and over again and expecting different results." (Albert Einstein)