It seems like the author already went above and beyond to try to get this resolved through the proper channels. Why did it take an HN front page post to get it actually looked into? It does not inspire confidence in your service.
The thing is that Cloudflare has no proper channels. Anyone that has tried Cloudfare's support (even as a paying customer) knows that it's almost impossible to get a sensible answer to anything.
That's the way tech companies work today. You need to have connections or spend social capital to reach people who can solve issues. Or you need to bang your head in support channels for weeks hoping that someone will escalate your issue.
Sometimes there's workaround, if you pay big bucks, you might get "personal" manager who can actually connect you with necessary people. But that service is not available for every company out there. And if you don't pay big bucks, you don't have a chance.
This scheme probably makes sense. At certain scale you just can't talk to everyone. When you have 20 developers and 20 million clients, one person can have only so much time. And most support issues are stupid anyway.
I recall several similar situations with Cloudflare: a user has billing/service problems and the only way to get some support is to end on HN frontpage or reddit ...
