I realise that you probably aren't able to contact the customer yourself, but someone needs to tell the guy clearly what Google thinks the issue is (support saying "according to an entry on the help forum..." isn't exactly conclusive although at least they're trying), refund him for the six months, and suggest any possible workaround.

Because there's no direct contact from anyone beyond level 2 support, the guy is stuck in limbo without being able to know where his issue is in the realm between "about to be fixed" and "never."

On the other hand, it's nice that there is actually a team on this and that it's not just support palming him off. Problem is there's no way for the guy to know that. If I keep telling you that Santa is urgently working on some presents for six months eventually you're gonna stop believing.