I wonder how Google is able to detect the use of the word "donate" and put so much "effort" into monitoring account activities, scanning widgets, blocking accounts and processing emails but not able to allocate a single human from the support department to offer a basic response and further instructions.

Google is good at serving the crowd because that's what bots can do well (tracking, data mining, etc). No one other than developers can really get some direct help from Google, even if you pay them a lot of money.

I believe that consistency and responsibility are important: if you are unhappy with your clients, you have to tell them what to do to switch to somewhere else. This is the real customer care.