I'm not sure how anyone at Tesla thinks it's a good idea to remove options from a 2-3 year old car.
Whether you believe Tesla, is another matter but it's not like they remove features people paid for.
They don't think it's a good idea but they do it regardless?
Someone in the chain that handled this ticket probably just didn't realize this was a case of broken process that would lead to a newsworthy bad outcome so they didn't escalate it and instead did what the process told them to. Maybe there was a perceived bigger fire to fight that day or something. It's really hard to build a support system that is highly averse to any perceived risk or monetary loss to the company without having things like these slip through the inevitable cracks in your processes.
All the more reason to avoid Teslas and any other equipment that can be modified remotely after the sale.
And probably lose several future customers as well.