>One thing I don't understand though is exactly what the bug was? It was not only the bugs but also the UX and the overall process that made things worse. The

>One thing I don't understand though is exactly what the bug was? It was not only the bugs but also the UX and the overall process that made things worse. The system did things that the postmaster was either unaware of, or did not intend to do. When there was a customer session and a session time-out occurred it was changed into an actual transaction without the postmaster intending it; like you have a shopping cart on an e-commerce site and it transforms the shopping cart automatically into a sale after timeout. There were screen freezes and when the postmaster pressed enter while the screen freeze happend, it multiplied the amount of money, without the screen being updated. Postmasters are responsible for discrepancies, and when they called the telephone support they were occasionally told "not to worry, it will sort itself out". There were corrections from the outside and postmasters sometimes waited for weeks and even months for these corrections to happen to resolve the discrepancies. Sometimes they never happened.