Not remotely surprised
I started using Busy Bees three and a half years ago, and this grotesque abomination of a "website" was in place at that time. It was virtually impossible to use, the delays were such that sessions timed out before you could actually complete a transaction, and the functionality was virtually useless - to make a standing order, for example, one had to give up on the website and phone one of their customer service operators.
As far as I could see, they were a bunch of chavtastic cowboys who'd suddenly spotted an opportunity to make loads of cash by creaming off a percentage of the money passing through thanks to some spectacularly badly thought-out government legislation.
(If I'm not careful, this'll turn into FoTW).
If the government wants to provide tax relief on childcare, then surely even someone as fundamentally divorced from the real world as a civil servant could see that at least one of the ways to administer it is to let me pay the childcare, and to let me claim the tax back at the end of the year in my return. But no, let's invent a whole system of NI reductions and vouchers and middlemen taking a percentage, and while we're at it let's make life harder for the childcare providers by making them have to redeem the bloody vouchers again. Oh, and also while we're at it, let's make the whole system so cumbersome that you have to make long-term contractual commitments to employer, voucher provider and to nursery in order to use these bloody vouchers, thus rendering them utterly useless for ad-hoc childcare.
And Busy Bees make a profit from this disaster while not even bothering to provide a decent interface for me to to manage what is, actually, *my* money.
This is what happens when this nanny-state safety-nazi control-freak government oversteps the mark yet again away from deciding what should happen towards telling us how it should happen...