Well, that's actually 3 failures: UX designed to create an impossible flow, AI-based user blocking, and a lack of customer service.
By comparison, something similar happened when I was hired by Meta. Visiting the 2FA page caused my account to be insta-locked. It turned out that I had another account under an email address domain I no longer had access to. They were eventually able to fix it with an Oops request.
In conclusion, it doesn't matter so much if tech is imperfect if the support is good. But without good support, any small inconvenience or issue can easily spiral to become a show stopper.