> ...after taking into consideration the information that you have provided, we have confirmed that we are unable to reinstate your publisher account. I hate when using euphemism slides into flat out lying like this. They are not "unable" to reinstate the account, in fact they are the only party able to reinstate the account, that's why the account holder was contacting them instead of someone else. They are "unwilli…
It's not lying because there is some implicit information in the "we are unable" statement. What is implied in statements like this is that they're unable due to their policies. If not for implications like this, almost every single use of "unable" (or "can't", for that matter) ever in a sentence would be "lying" unless something is against the laws of physics.
But I'm not "unable" to issue a refund.
In another case I may say "hm it's out of warranty but you know what, it really shouldn't have broken like that and you're a good customer, so I'll give a refund anyway." I can do that because I am able to issue a refund.
As for their policy, they are both the authors and interpreters of their own policy, so the "my hands are tied" argument is pure BS. If they are unable to reinstate accounts, why do they have an appeals process at all?