Why even have a report option?

It just doesn't make sense to me why it's still an option. People these days will laugh and say: Yea, so what? if they get reported. The community has become so toxic as a whole it doesn't make a difference. I know it's there to make people feel like they matter and make them feel like something's getting done, but I had a couple friends make smurfs and purposefully get reported. Their accounts went weeks with them spewing toxicity and didn't get banned, so they gave up and walked away. Just getting disheartening to continue playing a game I've played for 5 years and not see any change in the system. At least have an option to remove chat from the game like heroes of the storm now that you can communicate with pings.