Most of the issues we've seen in the past are due to payment failures, credit card declined, etc., that let the domain goto auction and lose access.

This is all new and from the content of the post looks like due to an employee error in transferring the wrong domain and they don't have a process to address the situation.

Corporates have a huge blind spot and everything with them is just a process and this case the process completely failed.

Unfortunately everytime it's the customer who suffers.

Blind spot in the process is one thing, support staff not understanding the urgency of something like this and escaping to higher level is another