My experience with FA's "support" team, can be most accurately summed up as them plugging their ears and yelling: "LALALALA, we did no wrong, LALALALA". So forgive me if I have no hope or faith in them ever fixing this issue without assigning an entirely new team to look at these tickets.

A new team, and open processes so everyone can see how things are done. Because blackboxing the entire modding and rule-writing process is how this poop theater started. Outside of that, I wouldn't trust the staff - new OR old.

I have no hope anymore of them fixing it... I do however have something we can do as a collective action

Yup. They're asking for "patience," and they've had plenty of time to sort this out. Time's up.