You have general counsel, firms on retainer, etc and the cost is amortized over all legal needs… And 99.999% of users will never even THINK about legal action nevermind actually pursue it.

The exception to that is class action suits, where 100% of users could be included in the class even if they have no idea it's going on. Especially when the company does too little harm to any one person for it to be worthwhile to sue individually but a fuck-ton of harm in aggregate, this is the only way to hold them accountable.

And that's what these forced arbitration agreements are designed to neuter.