[thinkingemote]

Ironically, it's because companies pay their engineers so well that this happens. This is because the well paid engineers really do not want to do customer support at all. They want to build shiny stuff, stuff that generates profit, not work in the cost centre.

Indeed, the tech industry has a term for taking care of highly paid engineers: HumanOps. HumanOps views the mental health of engineers as very important. Cost centre work is below smart people, and customer service is not valued in the slightest by well paid employees.

Additionally, these large companies continue to generate huge profits. These reports as in the OP are viewed by them internally not even as bugs to be fixed, as low in volume compared to the vast amounts they take in, they are viewed as a kind of random, natural occurrence and one that simply happens and there's nothing anyone can do about it.

So we have a situation where people can get banned instantly and where the company will put more effort into not fixing it. $ and tech is being used to not fix it.