Isn't that because he had no credit card attached to his account, and needed one before anything could progress?
In addition to the high demand they're going through, right now, I'd say it's understandable.
It was 3 minutes from CC request to CC info done.
Definitely not in the long run. But cmikec's latest update here put it in perspective – they had to limit access while this request was being handled because they were getting totally flooded.
The more trained and properly staffed they are, the faster it'll be, I don't think it's representative