I can't speak for Comcast, but when I worked at a medium sized ISP back in the day when ISP meant dealing with dial-up modems, all of this was caused by politic

I can't speak for Comcast, but when I worked at a medium sized ISP back in the day when ISP meant dealing with dial-up modems, all of this was caused by politics, and not by design. The customer support department was only really concerned with call times. If the number one call type was customers asking to delete a 'stuck' email, then all that mattered was that the reps could handle that call quickly. The devs were only concerned with shiny new features. There was a feedback channel so the reps could say "a lot of email seems to be 'stuck', can you make it easier for the customer to delete it?". But that'd be a bug like any other, and not prioritized above others just because the reps said it was their number one type of call. And reps wouldn't fight too much for it, since reducing calls wasn't really a concern, just keeping call times short. I'd think a big org like Comcast could fix some of these stupid issues with cross-department politics, but then again, from what I've seen, fixing that sort of thing in big orgs is even harder.