Google's lack of customer service isn't new or limited to GCP. They also don't provide any human help if you're an advertiser with them unless you spend a crazy amount of money. Twenty years ago I used to spend upwards of $20-30k a month with them and I couldn't get a single reply to any inquiry I ever sent.

If you spend $XXX million / year with them on GCP they will, however, assign a person to be your main point of contact.