It would be foolish for me to make any judgements based on anecdotes I find in comments, but this is actually quite worrying to me since I have been recommending Hetzner to people who trust me. (Based on having used them for a few years).

So I guess what I really need to understand is whether this is a typical response or if there is more to the story that I don't understand/see.

If you are no longer using Hetzner, which other vendor(s) are you using?