I found a Google One subscription is helpful for that. It's only a few dollars a month, which in fact I fund for free using Google Rewards dollars. You then get to speak to a real live person that actually respond properly, even with handwritten emails.

This happens? Can anyone else confirm it?

The only time I have seen actual people in the loop was on two rather large GCP users and even then it was sometimes just "have you tried restarting it?"-level of support half the time.