Do people try to contact coinbase for reasons other than “my 2FA doesn’t work anymore and I’m locked out of my account”? My only exposure to people trying to get help for it was while I worked for a common 2fa company, but you can’t really blame them if you didn’t save backup codes before getting a new device…
They might be ESL or have a disability that affects their ability to write. What they wrote here might be a huge improvement over what their English writing looked like a year ago.
Attack their ideas, not their language. Plenty to go after there without targeting the person behind them.