They don't care. This game feels more-or-less abandoned at this point and they keep it up as a money farm.
There is so much more on top of the things you pointed out, too.
Every single week there's something broken. This week it's Boss Chests. Last week it was Summer Pass, week before it was the other Pass. It never fails. Even the Underworld is still broken and when you try to upgrade squads, the upgrades completely vanish for one member of each squad if you reload, keeping them Copper. Or how about the fact that the Underworld Quests for gathering Hero Pieces still doesn't work, even though it's been reported countless times for months!
And do they fix it? Are players compensated as an apology for the inconvenience and loss of resources for the week? Of course not. It stays broken until the week is over.
Of course, their shops and ability to take money never seem to break. Just saying.
So we're now at a point where, for weeks at a time, the game is completely broken or missing components entirely. But we know they do update things, because they make sure to increase difficulty and reduce Player Rewards over and over again, all in the hopes of milking more money from them.
If they see players doing well or succeeding they immediately inflate values to make things out of reach of said players. They only see the end result, not caring or considering the entire week of work and large amount of time that went into achieving the success. That's why the Dark Tower has had values increased ridiculously high in some places.
And players are just stuck in a bad spot, you know? They want people to give them money, but can't even maintain a functioning game. So on the one hand, they see players succeeding and increase all values to make things out of reach from them unless they start paying, but on the other hand, they can't keep the core elements of the game working properly.
Make it make sense! Why would I take the risk of purchasing something if I don't know whether things will pan out how I'd like? And I have had it happen, where I lost 200 gems because an element broke. Didn't even receive a reply when I reached out either.
And make no mistake, I have reached a high VIP level. But why would I be willing to give them anything more? There is zero consistency in the game at this point. You never know what will break and when, so it's obvious that players will exercise caution with buying anything (and they very much should) because it may be throwing money away for something you won't even be able to complete due to one element or another being broken.
In my view, they truly don't care about their players. It's the only way I can see things. Anyone who cared about their players and whether or not they're having fun playing a game (which is literally meant to be fun) wouldn't try so hard to obstruct them and keep those same players from achieving any form of success and progress; nor would they outright ignore them at every opportunity, even when they use the in-game feature to reach out.
And I've heard:
"Use the Discord to contact someone!"
How about no? I don't want to use Discord. Nor should I have to. That's ridiculous.
And the feedback we're giving now? It will be completely ignored. Just as yours has been for the entire 4 days it's been up thus far. That's their level of "care" and "concern" for the game and its players. Or, at least, the perception of it. They couldn't even take the time to thank you for attempting to help them and improve the game. To me, it's a showcase of the contempt they have for players.