Tudge has got to go. As outrageous as the design flaws with the system are, the real shocking thing is that they haven't paused the automation whilst they sort it out. I am in the fortunate position to have had very little to do with them, but what I did see was an organisation that was unable to arrange for a human to assist with an enquiry. Everything was about being redirected to their online portal seemingly developed by Satan himself that when you followed those instructions then told you that you needed to go in person.
The sooner they understand that half their clients are only there because of poor and immoral decisions made in boardrooms half a world away and not because of laziness (some are of course), the sooner they can start treating people with respect they deserve as humans.