RNG and AI run CG now. Whoever is "in charge" just sits in their office sipping chai lattes. They've put it on autopilot and aren't prioritizing players for anything. Whether that's due to the new ownership, or just an eventual absence of concern for anything, who knows. If RNG is out of control, so what. If bugs are negatively impacting players, so what. Shut up and spend money.
You can't even talk to a real person when you submit a help ticket, you get AI responses. (Next time you submit one, ask if they're a human. You probably won't get an answer.) Lame and disrespectful to players. (EA stopped caring about that years ago, though.)
Maybe one day gamers will be in charge of CG again, but at this rate it is doubtful.