To be clear, this person seems to have reached Support (I'll know more if they reach out to me) but is probably mid-way through the "Are you sure you didn't do this?" or something particular to debit cards.
Enterprises don't have the same experience, because you don't use a credit/debit card to pay for $1M/month in anything :). As an Enterprise, you also have dedicated folks in sales and professional services working with you, and so on.
I don't disagree that Support and customer empathy are huge factors of what goes into picking a provider. We need to improve, likely more than other providers. We all hate knowing that if you happen to know someone at Google, you get better help.
But, tl;dr: GCP Support != Google consumer "support" and individuals on credit/debit cards != Enterprises.