Why would they focus on providing people support when regardless of what they put their users through, they know that people are almost forced to keep using them. Providing support is time consuming and expensive.

If they can have a very small group of people being responsible for the day to day operations, their operational cost will be extremely low. Low operational cost means more net profit every month.

The only way to make them improve their services is to stop using them until they actually start improving things. It's money they are after, which is directly the easiest way to hit (pun intended) that exchange as hard as possible.

They will only listen to you if they realize that their future income is at risk.