Well, why fix what isn't broken? This service is probably the backbone of their business, if they've so severely fucked it up, well...
Anyway, I've submitted my customer service thingy, worded more diplomatically than the OP, of course, and they sent me back a generic reply saying they couldn't reproduce it with the info I gave them, so I gave them yet even more specific information, and I'm awaiting reply. They better fix this shit.