Nothng surprises me about the incompetence of those idiots, although to be fair, the accounts people are based in Leeds, 250 miles away from the crosssing. No normal private company could run with the incompetence they demonstrate, but since they have a near endless supply of near captive customers, they get away with it.
There's even a nice song on youtube about them.
I feel its the bane of my life, and I live 100 + miles away. I feel sorry for those who have to suffer it everyday of their lives.