Actually malicious users are rare. Pathological users have a bias to be the _most_ demanding users when actually paying _the least_ (or nothing). It's a drain on every step in the support funnel. But what drives the business are users that both have a large scale of use and still have growth potential.
the worst tend to be just above the free tier, on the lowest paid plan available. Raising the minimum is an effective way to reduce this pain.
The part that fascinated me most was that just reminding them they had that option seemed to make them much more tolerant than I expected, and out of say 2 million customers I'd guess fewer than a dozen were ejected. I guess it was a mental pressure valve.
It is interesting how receiving the greatest benefit for the lowest cost is considered pathological, yet also the entire basis for our economic system.