FWIW, I've been told that pretty much all of the guest complaints in Universal's system this weekend have been about passes being "gone" at park opening, so it's not as if it's an uncommon complaint. Like
@Legacy said, it's not the easiest fix, unfortunately,
but communication could be improved. I also heard that VL crashed midday for a few hours on Saturday which didn't help things. This was a test though, so we'll see how things evolve assuming we get an announcement continuing things (which I'm expecting).