I agree that they haven't solved the identity/trust set of problems.

However, in the absence of a solution to those problems, it's the customer service issue that's killing them.

If they had been aggressive in their customer service, reaching out to EJ, and doing whatever it took to resolve the situation, plus some, they could have turned this into a PR coup, or at least, mitigated the fall-out substantially.

Instead, they magnified the problem significantly.