I've just cancelled my subscription after the amount of times being in a random instance or battle ground and being sworn at or called offensive names, or witnessing other people resort to such behaviour towards others.
Having tracked a few players who I've reported (some of them being in previous guilds) I find that blatant acts against the terms and conditions are ignored. Whether blizzard don't have the man power to hand out bans, or simply don't care, I'd like to see something to reassure me that my reports aren't being ignored.
In my experience, the amount of players getting rude and offensive is dramatically increasing.
Therefore, I've quit due to the build up of bad customer service, and would like to know if anything will be done.