I just understand software development. When you have been around the longest, you have the most legacy code to maintain. It's a difficult job being the biggest kid on the block, adapting old technologies to problems you didn't plan for. People need to stop freaking out and be patient enough to see what happens.
A one-time query of the transaction database does not need to go through a development process.
Disabling a feature (automatic "did not receive" complaints) should not be that difficult.
Now, implementing an automated work around, that could take time. But, that would be Step 2. Step 1 is getting the system working again for most customers. They don't seem to care, which raises a lot of red flags.
