No excuses, you're right, we made a bad decision then and losing customers like you was the consequence of that. I apologize for that and any other negative experiences you may have had with us due to this.
The other thing that would stop me from returning to or recommending Namecheap is GDPR compliance, or lack thereof. While I don't expect you to fight ICANN, it's a blocker. (Obviously, not many registrars offering compliance at the moment...)