The change certainly predates me starting to play the game. It looks like it happened back in January 2018:
You can post about bugs on the forum to try to get help and advice. But if you want the developers to look into a specific problem with a specific account, you’ll want to submit a support ticket.
I’m not sure why you felt my response was insulting. The forum is basically a place for players like you and me to post questions and get help from other players. The developers do read the forum and post occasionally. But players talking to players is the main purpose. So I provided the best help I was able to, which was to advise on how to submit a support ticket.
You made it sound in your post like this is something happening to other people’s accounts but not to yours. If you yourself are experiencing the problem, of course it is appropriate that you would submit a support ticket. But if this is a problem happening to other people, they should be the ones to submit a ticket.