As the cited ‘boss’ I’ll say the publicity wasn’t the concern. The concern was that someone wanted to use our services and we had made that so frustrating that they were writing blog posts about how it had gone wrong.

The various teams (anti-fraud and support) are investigating how we failed this customer so we can improve and hopefully keep this from happening again. (This is the ‘Correction of Error’ process that’s being worked on. And CoE’s aren’t a punitive ‘blame session’ - it’s figuring out how a problem happened and how we can fix or avoid it systemically going forward).

To be fair, the publicity did mean that multiple people were flagging this and driving escalations around it.