Not fit for (any) purpose
The buck stops with the CEO and other directors. They should be made personally liable for this mess, and reimbursing every customer. This is now becoming an absurd comedy of errors. The directors need to be punished. They're not running a cinema, or a supermarket, or an email service. This is a bank, and certain standards need to be adhered to. It is absolutely clear that the management of this organisation don't give a shit about their service.