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I had two players who were very similar to what you are describing in that they did not use their characters effectively at all, to the point where they actually were causing problems for the other players. When I planned encounters (I'm talking about xp budgets and such), I actually began planning them as though there were 1-2 fewer PCs involved, because they were both playing so poorly they might as well have not been playing.

In one case it was the player simply refusing to learn anything about her character. She had a ranger who had several interrupt abilities she could set up to punish enemies attacking other PCs. Instead she used her ranged basic attack every round, regardless, then whined she couldn't do anything. If you showed her a different ability, she would hand wave you away "Yeah, I know that" and then basic ranged attack.

The other player decided he did not like his character, but instead of asking for a new one he tried to play him terribly. He was a leader class but refused to heal others and rushed into battle as a striker. When he took damage or issues were pointed out, it was "the character's fault" or "4E sucks."

In both cases, after discussions with them and others, they were asked to leave the game.

Now, recently I had a player whose PC was a Paladin. Though he enjoyed this character and I feel played him well, what he really wanted to do was rush in and do tons of damage. So after we completed a story arc, that PC wandered off on a new adventure and we brought in a dwarf ranger. He is happy and everyone in the group adjusted to having another striker and one less defender/leader.

So it is really a case-by-case basis. Honestly, if someone cannot learn or is unwilling to learn the roles of the game and find one they enjoy and are comfortable playing, then they probably shouldn't be playing that game.