I've had similar experiences. Recently my internet provider discontinued this service, and I'm not sure why. Luckily, the Social Media team were able to be transferred to other departments (and not completely laid off).
My guess is that they were losing a lot of money doing this. (Back story) I've had an on-going problem for about 2 years about slow speeds and contacted the BBB because nothing was being done after numerous complaints over the phone. They did a fix and the problem still continued. I've posted on DSLReports and my ISP's Social Media team helped me out so I continued to use them. I've received numerous credits to my account by just complaining to the SM team, which I think is more than fair--even though I didn't specifically ask for credits.