The billing accounts system seems to be completely disconnected from user accounts. A notification banner was spammed to users in the GitLab.com user interface, saying that our account was going to be cancelled becuase we didn't have auto-renew. The users who got the banner didn't have permission to act on it in the billing system. The billing system said that we _were_ on track to renew, which disagreed with the banner. Eventually it transpired that the end-of-year "truing up" meant that our account was on hold, but we weren't notified of this.
And when we _did_ pay the bill we get a banner saying "you've been downgraded to the free plan" when the gitlab.com interface says we hadn't.
It really undermined confidence in how well these systems are connected.
On the flip side, the fact that everything is open meant that you can see customer support reps raising internal bugs about this stuff. The principle of open-everything makes it more pallatable, but it doesn't make up for lost confidence.