Companies make it clear how to report issues by having a separate support system. If you clicked a "Support" link and it took you to Twitter, I could better understand your confusion.

As for using social media to take issue reports: What will you do when you need PII or have to reassign the issue or reassign part of the issue and those people need to be able to contact the user?

"Why place the initial burden on a paying customer?" Because it creates a better service for everyone to have a known way of doing things.