I play World of Warcraft a lot and they have the same problem. Developers are accused of not listening to players. At some point the dev team will reach out to players. A lot of discussions turn toxic. Then they use that as an excuse to crawl back in their shell.
The one thing I notice is that the skill set for being a game developer is not the same as what it takes to talk to the general public. I think the biggest mistake gaming companies make is that they don't hire someone specifically for the job. And that is probably because they don't value the communication.
Games with a long history (whether Sims or Warcraft) will fall into such trouble. Partially because there are many types of players with many different ideas of what they'd like the game to be.
World of Warcraft has it harder because there's the story (what's left of it, anyway) in addition to gameplay.
And yes, communication is very undervalued and the fact many companies rather spend millions of marketing instead is... ugh. It sucks a lot.
I wish they'd be more open about the most-requested features, at least. I understand that it may not be easy to know beforehand how hard might something be to do, but I think they should tell the players what's not possible with the current game engine, and what is unlikely for whatever reasons.