@Clear Your customer service is awful. I have been waiting for a chat agent for over an hour. Same thing happened last week, and no one answers the phone.
Why ask WHY? Because it's the only way you get to the truth. Charging forward to solve #UX problems born from opinion and assumption is a recipe for frustration for all involved. Get in the habit of asking "Why" — at least 5 times. You may be surprised at what comes to light.