Why send emails to end users asking them to contact admin@digitalinsight.com to regain access?

The largest issue is accounts being locked during maintenance, telling the users to call the bank, but emails are also sent to the users telling them to contact Digital Insight, from an email that cannot be replied to. This leads to an unprofessional atmosphere, which is ultimately what prompted me to make this review to begin with as a business owner who has been harmed by these bugs numerous times already.