How to navigate?

I recently visited a website page and suddenly was locked to close the cookie window bar by a pop-up window for the chat agent "assistant".

This is a website of a huge telecom, and as you can see the two CTAs are overlapping.

I tried to expand the chat agent to see if I can have space to click to the blue cookie window and to close it but it was not possible. 

After this experience I decided to spend a few more minutes and found a way: on the left side the cookie window has the option to choose an option for your settings which opens a new window and finally you can hide this cookie settings po-up.

There is no way you can hide or close the chat assistant icon and text. 

Is that a good example of user experience?

As a web and marketing expert I am afraid that this is a common mistake by web developers, UX designers, and all related to create a good and flawless navigation for the visitors. 

Where can we find the missteps here?

• Is it the owner that asked for this end product?
• No one tested the page?
• It is working well, but it is not a big deal in the end?
• When will someone internally catch it? UX audit, maybe?

These open questions bothered my mind for half an hour...