This is typical Google behaviour unfortunately. With GCP there have been countless similar stories. Unless you have a dedicated account manager (meaning you spend millions) there is basically no human support.
Yep, Google is by far the company with the worst customer support I've ever seen - they sucked up $500 without telling me and then when I found out, they hid behind a smoke screen as to why they couldn't refund it.
I also have another friend who has been banned for life by Google for the Play Store as well by association. Google refused to reconsider on appeal, and offers no recourse for him, a professor who teaches Android dev.
Google's lesson is clear here - don't use their services if you can help it because you expose tremendous liability due to Google's unwillingness to take any.
