[is_true]

It's likely true. When you commoditize people you cannot trust them, so the support crew probably can't do anything.

I've seen it first hand with fake Google My Business reviews, the support person told me it knew those reviews were fake but it couldn't do anything.

[than3]

I agree, the support crew often is just part of a support loop of doom. No escalation paths.

You have to have connections on twitter or reach out to corporate after failing to resolve the issue. Its designed to eat up your time while providing no resolution.

You have to be big enough to get any kind of attention from someone that doesn't want to see egg on face in the news, but in general for email, this is not much of a concern.