> Please don't pile on like this when someone is showing up to fix something.

how do you know they're "showing up to fix something" and not simply servicing the "10% returns" end of a widespread scheme to shake down customers? This has every bit the look of "shake all the low-paying customers down as much as possible, if one of them manages to raise too much awareness, act like it was an isolated incident".

It matters a lot of this is an isolated incident or if this is par for the course; in the latter case, responding to those customers that were lucky enough to go viral is just part of the scheme proceeding as planned.