I hardly blame the users though. If you actually have a certain amount of 2FA methods, the order in which they want to be migrated is often contradicting. So for some of them what you should do (according to docs): Unlink 2FA, migrate phone, link 2FA. For others you can spend an hour searching their docs and there's nothing - and then you find out that you should set up 2FA on the new phone and then somehow recover. It's aggravating, really. Then there are some where you just hope for the best because no docs exist at all.
I wasn't trying to blame the users. It's more a situation that you have to spend time managing. Many of the problems and situations can be understood ahead of time, but people avoid the early investments needed to smooth them out ending up in the situation you described. People that do recognize the issues get waved away or asked to work on "higher priority" items because it's viewed as manageable by the support team. It's really a core user experience issue.
