I had a similar experience with digital ocean. I reported malicious traffic coming from another customer's VM via a ticket, provided logs, etc and their response was that I needed to submit all that information via email at their abuse email address instead.

I responded that perhaps as a customer they shouldn't make me waste more of my time and instead forward the information that I had provided to their abuse department. Of course, they never responded after that. I'll never bother to report a security incident to them again. All because of "process". :-/