The fact that this particular customer was only able to get a "friendly" human resolution for this by first posting about his problem on a tech-heavy social media platform like HN speaks very poorly about your company's customer service. I know that the giants like Google, Facebook et al shit all over their users now that they're large, but it would be nice to believe that it hasn't turned into a fad even among smaller companies doing it against their fully paying clients. Shameful.