What about all the people who have been incorrectly banned? While anecdotal, two of my closest friends were banned for mining seren stones with touchscreen when that content was fairly new (a lot of accounts were wiped for this, and it became widely known at the time that playing through a phone with Teamviewer was risky). My friends got no help from customer support. One of them was lucky enough to get a lot of traction on Reddit, and as a result, he was unbanned (because his topic reached the top of front page). My other friend, not so lucky.
It's not the fact that people get incorrectly banned that irks me (because frankly, it really is impossible to create flawless detection), but it's the fact that they state they don't make mistakes with bans and that there really is no reliable way of getting in touch with competent customer support, assuming you can even get a reply from someone at all.
I get that people are skeptical when someone says they didn't bot, I am too, but even if you don't take someone at face value, any quashed macro ban or any publicly known case (where they've provably apologized) should be proof enough the system cannot possibly be 100% flawless. Consequently, everyone deserves a second opinion. On a side note, I have been banned twice (both incidences were during major mishap with their detection software and I was compensated with spins and membership). I didn't mind then, because it was on such a massive scale that they dealt with it quickly and accordingly, but I shudder to think about being one of the 1/1000 false positives.
I realize they are just a company. One player doesn't really matter. It would cost them more to spend the extra time to help that one customer than to just cut their losses and let the customer quit. If it's a problematic issue, it's only when they face significant negative publicity that you will get help (or if you happen to personally know someone at Jagex or know someone who does).
People would probably pay an extra fee for "premium support", where someone trained in the appropriate department actually spends some time with the problem. I know I would, because if I have an issue now where I need someone professional, I have very little faith in getting that help. There are fantastic mods who are more than capable to help you, but you simply aren't worth their time.
Here's an idea for all the mods: livestream on Twitch resolving customers' problems in your free time and you will most assuredly make the time worthwhile with all the donations showering you, if the respect you earn isn't incentive enough.