If you have a cap and then your thing hits the front page and suddenly has 10000% more legitimate traffic than usual, and you want the legitimate traffic, they're going to get an error page instead of what you want. If there is no cap, you're going to get a large bill. People hate both of those things and will complain regardless of which one actually happens.
The main thing Google is screwing up here is not giving you the choice between them.
This is one of the reasons people have suggested using a different provider for backups.
Google will probably have me go through five bots and if, by some kind of miracle, I manage to have a human on the phone, they will probably explain to me that I should have read the third paragraph of the fourth page of the self service doc and it's obviously my fault.
But have you considered it from the companies POV? Charging whatever you like and its always the customers fault is a pretty sweet deal. Up next in the innovation pipeline is charging customers extra fees for something or other. It'll be great!