This has nothing to do with making people feel better. It's about holding twitter accountable to their own policies. What do you suggest I do if not use their own support system? The next step is to blast social media.
"You cannot possibly be this dense" is referring to whoever is making the decision. If the support team has the ability to overturn this decision, and they maintain the decision, then they are indeed the problem and deserving of far more abuse than that. If they are unable to change the decision then why do they care if I insult their company policy, especially since they hopefully have the autonomy to recognize the stupidity of it? They should be able to laugh about how dumb it is too.
You are asking me to be civil with twitter when they are not being civil themselves. I have no respect for hypocrites.