Five years of bad database scaling and management.
Five years of bad network management.
They pushed an update to their Mobile Authenticator today. They had to pull it since it locked people out of their accounts. Now, instead of pushing it back out, or relinking, they are forcing each customer to call in on their busiest billing day.
Oh, and they aren't open 24x7:
Hours: 8:00 AM – 8:00 PM Pacific Time, Monday through Friday (excluding US holidays)
Idiots.