RE: I think there was a bug somewhere, and they have correct it......
You hit the bullseye
The whole system is second rate and poorly designed ..........no commercial business would ever suffice relying on such an inferior solution like this ........
Even though over the years they have endeavored to upgrade it and tried their best, it requires redesigning from the ground up....
It lacks, basic form design best practices, of field validation and error messages and error codes generation, poor or no real-time integration with associated IMM databases holding clients details, effective FAQ's and form recovery support actions, no user feedback of input suggestion options, (other than a couple of smiley faces) and finally in effective online and offline support staff to deal with problem resolution.........