FF14 has been the moneymaker for Square Enix for a very long time now, the problem is often the leadership at Square that has been changed numerous times these last few years and they often had wildly unrealistic expectations.
FF16 by realistic standards has done fantastically well and the game has been overall a 8.5 to 10 for most people so it's very good but Square as stated above doesn't consider the game to be a success which is nuts. They also put way too much emphasis on NFT's and terrible projects that anyone with half a brain would have seen the problems from a mile away.
They're chasing money in terrible ways and honestly FF14 has kept them alive very hard especially the last 4 years.