I don't think it has anything to do with them not having their "act together". Management has made the decision not to provide this functionality. I don't know if it is because someone in a decision-making position dislikes those types of charges, or that it is not profitable to offer them. Just tell us the truth, that a business decision was made not to offer those services. Don't have your customer service personnel have to post what are lies of omission. 

Also, if you find a good package and a decent way of moving your records over, let me know.