Because you’re not paying extra for those problems to get fixed. And no, when you receive millions of forms per day, not every piece of feedback makes it back to someone to actually fix the issue. Especially when half those issues are “when I don’t have internet I don’t receive new emails”.
Software, like hardware, is a balance between supply and demand. People would rather pay less for a phone crammed full of ads than pay for a service. Just look at YouTube for that one.
Also, those clunky interfaces are there for a reason. Maybe the interface element that’s a lot better doesn’t work in right to left languages. Maybe the information overload of too many buttons and labels made the old interface impossible to extend. Maybe the prettier solution doesn’t work with screen readers or with the font size and colour cranked up for people with low vision. Maybe the feature redesign worked great but SomeCorp Tweaker Software will bluescreen the machine when it finds the word “checkbox” in a settings page for your mouse. Maybe the design team had a great idea but the feature needs to ship next week so whatever needs to happen to make that works happens, and the five other features planned for the month already eat up the rest of the dev team’s time anyway.
But most of the time, things are suboptimal because there are seven teams of people working on features on the same screen/system/application and they need to make do.
If you have serious issues with some software, many companies will let you partner with them. In exchange for hundreds of thousands or millions, you can directly get support for your use cases, your workflow, and the stuff you need to get done, over the billions of other people that also need to use the software. And sometimes, that means your super duper expensive preference/feature/demand means someone else’s workflow is entirely broken.
If you know what you want, there is a way out: going the way of open source and self hosted. Within a few years, you too will grow resentful of dozens of systems made by different people all interpreting standards differently and not working together. You have the power to fix each and every feature, bug, problem, and design flaw, but none of the time or the detailed knowledge. You don’t have the money to pay experts, and even if you did, what they do may not entirely suit you either. Trying to fix everything will drive you absolutely mad. And that’s why companies and people often don’t try for perfection.
This was much less of an issue back when you couldn’t open a bank account in someone’s name from halfway across the world. Phishing and identity theft were impossible to pull off until companies started trusting phone services and later the internet. You needed to show up in person with a realistic fake ID to do anything malicious. What else would you do? Spend (converted into modern currency) 25 bucks a minute on an international call to scam someone?
Now that nobody meets face to face for stuff like cashing a cheque or even ordering a large quantity of groceries anymore, the few bits of personal information we can use to prove our identity are the only things protecting us.