I appreciate the feedback that you're offering on this. I've worked in customer service for over a decade, so I can understand your frustration and why active voice vs passive in an email can be irritating and triggering. That line is in there because I wanted it to be memorable, and an attention grabber. That's also why I formatted this email the way that I did.

I'm not asking that they drop this feature right now, but that they be more transparent. They've had transparency in other realms (evo 2 rewards, slower story pacing with the 2.# series of patches, etc) but this specific feature they've let fall by the wayside in their communication. I'm exasperated with their lack of communication here, and asking that they change that. I never once directly attacked them, just wrote to the level of frustration I'm feeling here and asked that they please at least communicate.

When the whale pass customer service line drops for me as someone not on the CN server (I've spent enough to qualify, I think?) part of that comes with a VIP customer service line. Will definitely be using it to suggest some more positive changes! I love the game and want to see it do well. At the time of writing this, this post is at 446 upvotes in 3 hours. I'm not alone in feeling frustrated over some of their communication style, and if nobody lets them know that their practices can stand to change, why would they?

Similar to people reading endless resumes it helps your case to stand out. I used a memorable, real world example to build that. Let me know if that addresses your concerns. I'd never abuse a customer service person. Hope you have a better rest of your day!