The more they wait and let more complaints pile up, the harder it will become for them to clear their name and regain their reputation back - if they had continued giving assurance to the public that would fix their issue or that they are currently working on fixing it (with actual improvements in their site) no one would have even bothered with them but their silent response is only adding salt to their wounds.
They tried to clean pile of withdrawal requests and completed to clear backlog, then appointed a new customer / community support staff. It shown their good intention to clear the mud they created but it did not last too well. Weeks later, email backlog issue looks to be return and the account assigned only for customer/ community support task received complain that no support for community complains at all.
I believe that they wanted to continue the business, rebuild their reputation because if they wanted to stop, it is simply let it go. Recent problems perhaps come from some internal issues of cooperation and management that need to be resolved internally first.