Because Google is only vaguely aware that their products are human beings. I say products because they treat you like one even if you pay them. It’s their corporate culture.

I can’t upgrade from the free tier to the paid tier because I don’t live in the United States. No problem, just change your billing country you say? I can’t, because I’m on a free tier and there is no billing setup to change!

Can I get help? Sure! Paid support is available, but I can’t set up paid support because of the above reasons. I just get a terrible bot that links me to the KB article with the screenshot of something I can’t see when I go to the portal.

Now I’m facing termination of my account, so I just downloaded everything and I plan to switch to something else.

PS: this isn’t just happening at the small, individual scale. I’ve personally been involved in many huge enterprise migrations from GSuite to Office 365. The lack of caring from Google was cited as a major motivation by several such customers…