I've been willing to accept the possibility of "incompetent," given their historical IT prowess.

However, given that this has gone on for many months, and I know for a fact management was aware of this specific issue and blamed it months ago on 'a glitch they are working to fix,' "unethical" is where I'm starting to come down on it as well.

Especially since they've simultaneously spent so much energy restricting agents from doing the manual sell that works around the problem.