Once again, the only hope for customer service seems to be a (social) media shitstorm. Seriously, Google, Twitter and FB massively need to ramp up their customer service and not externalize the costs of a lack of support onto society any more. And there are many "costs": people being actively harrassed and intimidated, sometimes so far they are afraid leaving their house, due to hate speech or doxxing, a loss of hist…
This is not going to happen; the whole point of their businesses based on offering free massive online services is that they are dirt-cheap by being run mostly automatically.
No, the only way to fix the problem in those juggernauts, and protect the tiny individuals from getting caught and squashed in their wheels, is the mechanism that governments use to protect citizens from the worst effects of bureaucracy: having an ombudsman. A semi-independent service to receive complaints of severe abuse by the main service, and for which the primary goal is protecting users, not reducing costs.
In some sense, this is how their PR department operates: they'll bring human attention and put all the required effort to fix an unjust situation, to clean the image of the company. The difference is that now the unjust situation needs to become a scandal, as you said, and an ombudsman would be required to examine all applications (either to accept them or reject them) as part of their official definition.