Fascinating catch on their usage of active vs. passive language.
The Hero, Villain, Victim triangle plays out beautifully there.
In the Active, you have the company positioning itself as the Hero helping the Victim.
In the Passive, you find them pointing to some unidentified character from the company’s past (8 years ago) who stands as the Villain responsible for this.
They’ve positioned it as if the company is merely the Hero currently trying to help the Victims.