Oh, it's IBM. Now THERE'S a surprise...
Our company had the misfortune to outsource it's IT support to IBM years ago (laying off a lot of very talented folks in the process, and paying more to IBM than it used to cost to employe the now-laid-off staff).
And in the ensuing years we have had nothing but problems, useless "support" and delays.
Their helpdesk software is laughably poor (can't even blame that on a two year old, for even a two year old would not come up with something that awful), they routinely don't fix things and claim they have, and generally ignore us (the customers) where ever possible.
So IBM causing TfL problems comes as no surprise at all.
Neither does IBM's breathtakingly arrogant reponse to your query.