Overwatch 1 was wildly unprofitable. They made overwatch 2 very heavily monetized and it had a rough launch. These are the problems:

• they removed a bunch of quality of life features (that they have been slowly adding back)
• they moved from 6v6 to 5v5, a controversial change
• they made the game ftp, removed loot boxes and made cosmetics very expensive (40 bucks for some skin bundles), there is a battlepass that's ~10bucks though
• new heros need to be unlocked with a long grind, waiting a season and doing some easier challenges or by buying the battle pass.in general there's a lot of focus on the battle pass.
• they announced an ambitious pve gamemode, then scrapped the most anticipated part, (the community and media generally misinterpreted this as a full cancelation of the pve mode)
• in an effort to address some of the problems with the old game (very stun heavy, very shield heavy) they reworked many of the heros in ways that some felt removed their identity.
• the matchmaker is noticeably worse leading to unfair games (it has been steadily improving). Personally I think this is the result of a large influx of new and returning players combined with what is actually a very hard game to balance matchmaking around.
• a lot of the public faces of the game left including the head designer (rip Pappas jeff) and the head writer.

Personally, I think the game is in a very enjoyable state so long as you don't want or care about cosmetics. Not as good as when the game was at its peak in 2016 but a lot better than the tail end of overwatch 1.