beat's post is correct. This is straight up incompetence and just another symptom of how bad things are in Health Care Software right now. To give more backgr

beat's post is correct. This is straight up incompetence and just another symptom of how bad things are in Health Care Software right now. To give more background I'll tell you that I work in a company that builds software for major state-wide US insurance companies. Our software touches hundreds of thousands of lives on a daily basis. The problems you're seeing may not even be a part of our software even though our software will do the heavy lifting. Each Health Care customer hosts their own product, although in recent times this is changing thank god. This means they maintain their infrastructure apply patches, manage their network, do their own provisioning, etc, etc. This also means if a manager has the bright idea to $save money$ and build their own in house customer facing claim submission portal we don't know about it. How can we open our software up to work with their shitty portal if we don't even know it exists? It may be harsh to assume the portal is shitty and has bugs like you experienced in item 1 but it really is a safe guess. Most of these US based companies are staffed by workers in India. These workers in India have a long list of obstructions preventing them for doing their job properly: a) 8am on the US Eastern seaboard is 6:30pm in Noida, India. So they're all basically working the night shift. b) Lack of strong labor laws or fair compensation. High turnover in a critical IT field is bad, bad, bad. I've gotten calls from people in India who are trying to find out who their manager is in the US. I don't know bro I'm just a vendor :(. c) A handful of non-technical, non-healthcare business folks managing a team of people on the other side of the world is a recipe for pain and failure. Here's a great example of the mysterious cause behind "Rising Medical Care Costs". d) Lack of training and proper communication leads to horrible awful undocumented software abominations. I am borderline willing to blame my balding on these troubleshooting calls. What I'm trying to make clear is that the failure may be between some shitty interface Insurance Co. #1234 built to save money. If that's the case it'll never really get fixed as the people managing it may not even be aware of the bug. If all goes well and the interface to our Insurance software is actually correct then "Hooray!" your customer facing bug gets to someone like me! Now we've entered the realm of a US based software company. But our service that processes this information is 12 years old, the ONE guy who built it in the 90s is long gone, and there's no documentation. So good luck getting someone to take ownership of that. That's assuming I can even reproduce the bug. Reproducing the bug may be an odyssey wholly unto itself. It might take 3 developers and 1 QA engineer that has 20 years of seniority to figure out why logging isn't working for this 12 year old service. So that's your dark pattern. It is more of business pattern but its a pattern that has so far caught every god damn piece of Health Care software in its net.