Just like behind many dumb bots doing a distributed denial of service, there can be one mastermind controller/hacker, It is quite possible that behind these non-experts doing the intellectual denial of service, there is an expert mastermind.
This post is not surprising to me. Google product support team lacks empathy at a very fundamental level. Last year in middle somehow google's system decided to get me locked out of the old gmail account. I have all the phones which have ever been connected to it, and all emails I have had ever connected to it. But no! The only message I have got is, our security team will take 3-5 days to get back to you.