I know you were asking Letholas, but I can answer some of that.
The forum moderation is a hot topic in some circles and has been discussed at length with the Forum Support Agents who inhabit the CS forum. The complaint we put forward was that forum moderation is not timely or consistent. Threads and posts that are way over the top abusive, real life threats, etc stay up sometimes for days even when flagged to be grey. The Forum Mods cover every single Blizzard forum and respond to flags, they don’t really moderate in real time.
In game continues to be an ongoing issues as well but they recently put in some improvements and toughened the penalties.
The CS forum is good for getting a feel for that.
-If someone says "REPORT HIM" in chat, and you get kicked offline 10 seconds later how is that fair? - #15 by Kalviery
This one has good comments on ongoing harassment and also a review of the recent in-game changes to the reporting systems. They are now suspending people, not just Silencing them, depending on what they do.