People don't care enough to leave feedback or ask support after crappy experiences. Especially if the feedback page is hidden deep into some portal. And ad-hoc fixes for single individuals also matter little for the larger scheme of things. Most people just move on to other products that actually take their money.

Sorry to be so whiney, and I'm sure your powers over this are very limited, but google payment messes are widely known and documented and rampant, and apparently with no improvement in sight. Google is really leaving money on the table for not being more proactive with fixing these.