Hackernews isn't a necessary route, and quite frankly no changes need to be made to existing policies. The individual could directly reach out team via a reply to the email they received. It seems in this case the person just didn't like the reply they received. That's quite different.
Sounds like if nothing is wrong with the policy, then the company is applying the policy inconsistently.
Too often these email replies are automated and nobody looks at them. Even more so they briefly look and just say sorry still banned.
Only when it's raised publicly does somebody ACTUALLY look.
https://ip2.surprise.workers.dev/
The proxy's are also at *.surprise.workers.dev.
Even with an enterprise support contract the idea of calling is completely discouraged to the point it's hidden behind menus of finding a customized code to call support. Their e-mail support is a pain also because there are different techs responding with different ideas to solve a question. They don't have chat support which is annoying as well in this day and age. If you want things done, their account management team gets it done fast when on boarding.
Although the product is really good and has some limitations which are annoying but if you can deal without support this is a great product. Also their post postmortems are amazing.
I did not delete any code or make any changes to avoid looking guilty when CF support took a look at it.
I do plan on deleting the proxies. I am done being clever. I do have some useful workers that I would like to keep.