Fact of the matter is using twitter for 16 years provides no additional value to the company than someone using it for a day. No one cares how old your facebook is for example.
Platforms that wanted to provide user pages at the top level were always gonna have this issue. Nobody would want a user to name himself "support" or "customerservice".
How long you've been doing something for matter a lot and it appears in lots of places. If I work somewhere for years, I can't be let go from one day to the next. If I rent a place for a decade, I can't just be thrown out with the three months' notice that are enough if I lived there for only a year. When the government updated the privacy law, even if you should never have been tracked without consent based on the 1995 law as well as article 8 of the human rights convention, businesses were still given two years to update their processes (2016–2018), during which time they could only get warnings. "Things always used to be this way" matters a lot.
And as I understand it, they didn't impersonate support and cause harm in that way, or pretend to be official in any other way, as in your example of calling yourself @customerservice.
I don't think either of these arguments work, especially because you did in fact draw customers to the website for 16 years so you did provide them value (your content in between their ads)
