The problem was, instead of just leaving our service after posting their disagreements, they stayed, because they were actually making money from their business with us. But they were so bitter about fee changes, they couldn't let it go. They came to dominate the forum discussion, not because they had anything useful to contribute other than their original disagreements, but because they had a lot of energy to post the same thing over and over.
It devolved into death threats against us, believe it or not, on a forum that we were publishing. How would you handle that in a censor-free environment?
How should Elon Musk deal with irrate Tesla customers on twitter? If necessary, by blocking them, but not by banning them from twitter.
(Death threats of course are an extreme case, in which even banning someone from a platform can be justified.)
https://en.wikipedia.org/wiki/Illusory_truth_effect