Happy to see this and hopefully there are some changes. Right now I'm dealing with a crazy Adsense issue and there is no recourse, no customer support and no alternative.
If you think antitrust has anything to do with why it isn't profitable for a company at Google scale to pay a human being for every one of the hundreds of millions of people who use AdSense to have customer support...
A smaller ad company can afford to have customer support. If there are tens or hundreds then each one can lose customers, better than one massive company that doesn't care or can't afford and would rather keep the money than pay for support.