Back to the original post topic I was the victim of a similar failure of the technology but in a different environment:
I had "endowment-tyIe" investments which should have generated an automatic valuation on the anniversary of the original policy inception and a couple of years ago, i noticed that I hadn't had such a notification for some years. I therefore followed this up with the insurance company and was assured that a new valuation would be sent. Of course nothing happened so I chased it up. I was assured that the valuation had been sent but the very delightful sounding Scottish lady at the company concerned told me it would be sent again. You've guessed it - nothing, so I rang again only to be assured that the valuation had been sent as requested but this time, I insisted on speaking to someone higher up the food chain.
She undertook to find out why it was that I had received nothing and promised to phone back with an answer. You've guessed it again, nothing happened so a further week later I phoned again and stayed on the line (at their expense because by this time it was a Freephone number). The individual then told me he had discovered that there was a broken link in their computer software which meant that even though the computer was telling the operator that my requests had been complied with, the printers never received the instructions to print the requested information.
I was thanked for helping them discover a "system failure" that should have been found by their own people but wasn't because they couldn't be arsed!!
Maybe C&RT have the same problem.......
Can't be arsed!