Someone posted a video on YouTube showing them bullying and humiliating one of my friends. I helped her report it. YouTube ignored it. I worked at Google at the time. I filed an internal ticket and YouTube ignored that, too. Years later, the video is still online.

Companies serve the shareholders. Shareholders want to spend as little money as possible on user support. I think new regulations are a good way to solve this problem for everyone. US consumer protection laws need updating for the Internet age.