I'm with you about not anthropomorphizing faceless companies as the bad actors here, but also I really doubt the CEO was the one who enacted this decision. It probably came from some middle manger who clicked "yes" on some report they didn't actually read.
Of course not. But do people really get to make shitty decisions that impact other people while hiding behind the veil of corporate structure without being directly named and shamed for their decisions?
My only comment here is that I run a small business and decisions can occur that I don't always see up front and with which they negatively impact employees or customers. I also know many large clients where the leadership delegates decisions down to sometimes stupid or misguided staff. The balance here comes to how a leader reacts when they learn of the hurtful actions and is there an opportunity for change.