Customer service would not have to be a cost center for large clouds. I think many people would be glad to have an option to pay $100 to speak to a real person.
If they were only an enterprise cloud company I think they'd see it that way. But having no customer service for any of their consumer services has become the DNA of the whole company.
I develop apps for both iOS and Android and while iOS does need a yearly membership, at least any time my app or update is rejected, I am able to interact with actual humans to have the issue resolved. On Google play store, it's just bots to deal with.