When the customer base jumps up a magnitude, direct communication pretty much has to go.
For multiple reasons, but even for the sake of fairness, you cannot give this, unspecific, concentration of players more attention than this other group of players, even if they are more vocal about it.
Let's think about the numbers they are willing to release. In a chart shared with the press, the game had 4 million registered users in 2015, then hit 10 million at the release of third expansion Stormblood in 2017. And then 24 million announced before Endwalker.
In face of such growth, singular voices become more and more insignificant really.