Here is some pure speculation. I say this because this happened at my ex-employer. There were three or four different customer service email accounts open for different responsibilities. As the staff was downsized, one email account was forwarded to another, and so forth. They changed staffing so fast that the email forwarding got dropped. The net result was that there was a new staff member there waiting for customer inquiries, but he never got the email. So, for three months, customers were getting ticked off. I guess it is a sign of the times.