Why do they make things complicated?

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My mom is going to Florida in May. She already booked her flight there and back. She is flying there with my brother's in-laws. They called her to let her know that the flight there has been changed to a later time. They decided to change both of their flights and told my mom to do the same so they can travel together. I went to the Jet Blue website and was attempting to change her flights. After going through the entire process I was told the total is -$18. To issue the refund I had to create a Travel Bank account for her as that's where the refund would be deposited to be used for a future flight. Without that I was unable to complete the flight change. I clicked the button to create the Travel Bank account. It brought up the screen where the fields were already pre-filled. One of them was the phone number. The phone number was correct, however, instead of it being displayed in the format of (xxx) xxx-xxxx it was in a weird format. Because of that when I hit the button to create the Travel Bank account it told me the phone number was too short and the account could not be created. I opened a new tab and managed to find a way to see her passenger info. The phone number for her original flight was in the correct format of (xxx) xxx-xxxx but just to be safe I reentered it and clicked to submit the change. Then I went back to the tab where I was trying to create the Travel Bank account and the same issue remained. The phone number was displayed in a weird format and I kept getting an error message that the phone number is too short. I ended up closing the tab where I was trying to change flights and started from scratch. Re-selecting the new flights and seats I was now told the total was $8. What the heck? How in the world did the price of the tickets go up so quickly? I wasn't happy about that but my mom and I decided to just pay the $8. No Travel Bank account needed as now we owed them money. I just entered her credit card info and the flights were changed. The frustrating ordeal is over. However, I don't understand why it has to be complicated to change flights online. Why can't they just credit the credit card whatever money they owe? Why the need for creating a Travel Bank account? I also didn't know that they can just change your flight without asking you first. That is not right. I hope they won't decide to change or cancel her flight again. But in the event they do, my mom told me she will just go with what they give her.