consumers form more negative impressions of and are less persuaded by influencers who disable social media comments. These outcomes are driven by the perception that the influencer is less receptive to consumer voice

I wonder how this translates to brand accounts.

On the other hand, negative comments can act as rallying points for fans.

You can’t be for everyone, so your brand should actively turn some people off.

from the paper No Comments (from You): Understanding the Interpersonal and Professional Consequences of Disabling Social Media Comments