Or the terrifyingly-random bullshit that happens when someone chooses to depend on a free service such as Hotmail as their primary mission-critical address. (This article is about the developer getting locked out of their Hotmail, and the generally-broken state of Hotmail’s account recovery process.)

That could be it. What is certain is that these big corps really don't want to pay human beings to sort out issues so if you get caught in the middle of some BS you may have no recourse out of it.