In their defense, I've been with smile since they started (about 2 decades?) and this is the first issue I've ever had. However, it's a pretty huge one. We're in the middle of moving house and being unable to make payments to surveyors, advocates etc is a nightmare.
I worked in banking for 13 years and frequently tried to convince the powers that be that a Bank is simply an IT company whose services involve moving money. IT should be funded as the main priority and technically knowledgeable people should be on the Board. This was ignored and the bank went under about 5 years ago - although not IT related. Damn it.
But, unfortunately, Banks are run by bankers and accountants. It is incredibly rare to see an actual IT person at board level (the IT "Director" usually has no background in IT) and therefore IT is regarded as a burdensome cost; until something like this happens.