The mongoid repository (https://github.com/mongodb/mongoid) doesn't have issues turned on and instead points people to JIRA. That's one way to avoid users reporting issues like this - I'd see JIRA and "nope" right out.
Even when you use the right email you’re still playing telephone between some poor support person and a dev. Absolute trash-tier company, I have a backlog item to completely scrap their SDK from my apps I just haven’t gotten around to it.
It also just signals that they aren't really that interested in hearing from users. People who crave feedback and bug reports go to where the users are rather than making the users come to them. Even if they use Jira internally, they'll do things like monitor stack overflow and provide support on Github.
JIRA is not made for humans.