They have internal systems that don't talk to each other. For a simple request I make online, I have to wait 5 business days only to end up calling and getting someone to tell me nothing has being done. What's the point if I have to call to get someone to get the request moving or the change will sit there ignored forever. Nobody even bothers to inform you your request is not being processed until you call and wait for a long time to finally get a disappointing answer.