They relied on the taxpayer to fund their de facto customer service. It's like aged care homes overusing a public ambulance service instead of hiring an on-call doctor or nurse. Or shops not hiring security and overusing police resources.
Public services are there to be used, but there's a line that gets regularly crossed by profit-seeking entities who do not optimize for public good and see public resources as something to be used up as much as possible as long as they can save a dollar.
Public services are there to be used, but there's a line that gets regularly crossed by profit-seeking entities who do not optimize for public good and see public resources as something to be used up as much as possible as long as they can save a dollar.