I'm very glad people with a soap box are catching up to dark patterns like this. Perhaps "deliberately dropped customer service calls" will become common knowledge, and become scorned, so that service reps can point out this kind of immoral behavior if and when management imposes it. Won't make any difference, but at least line managers will be uncomfortable for a minute.

Old school: "The customer is always right!"

New School: "Customer relationship management"

2% of customers produce 98% of support issues. 2% of the time, these "problem" customers have a valid point. But 98% of the time they're just wasting your time and money.

Bottom line: Some customers you don't really want. You can save yourself a lot of time and money if you can identify who these are and send them packing to the competition.