The City of Heroes web site recently posted an update about the sunset of the game in the form of a short FAQ. It is a bit terse, giving a bare minimum of expected information and is focused on the financial matters.
This FAQ combined with the really limited communication from NCSoft in the past month or so does not paint a picture of a company who has any interest in trying to get positive vibe from its customers. It is more along the lines of “sigh… ok – we can give you some money back in some cases. Why are you still here? Get lost and get off my lawn!“.
I do not expect that NCSoft gives this matter a lot of attention, they have other concerns on their minds probably. But even so I think a little bit more could be expected in dealing with existing customers.