Why customer service refuses to answer?

Bubluga

Its been over a week since I contacted them but yet they refuse to answer. Why?

FallenFurfrou

Depends on the question you asked. I don't know what you asked to Customer Services, but there is a possibility that it may be one of the following reasons:

1. Your question may have been inappropriate. In which case, the Customer Service folks may actively refuse to answer.
2. The Customer Service folks are willing to answer your question, but they might be too busy addressing a queue of other, previous questions.
3. Or it could be that the question is about something so speculative that no one in Customer Service has any idea of what is behind the speculation.

TheJeffers

Presumably in reference to this thread:

https://community.pokemon.com/en-us/discussion/12706/am-i-allowed-to-play-or-not

Bubluga

I simply asked if I am allowed to play or not. I was told that after deleting extra accounts that I am in compliance with terms of service. Then in another case they said that Im not. I then asked why I received conflicting information.

TheJeffers

Do you have access to your main account? If you do, just keep using that one. If you have not already deleted the others, delete them. Then you should be fine.

Bubluga

The problem is that I have deleted the extra accounts. And customer service confirmed that Im in compliance with terms of service. Then later I was told that Im not. I wish to know the truth

TheJeffers

Knowing the truth and being certain about the rules would be nice.

But if you can play the game without issue or knowingly breaking any rules, why does it matter?

Also, if no one enforces it, to the extent that they won't even respond if you ask if you are breaking it, is it really a rule?

Are you telling me you have stopped playing until you get an answer?

Bubluga

Yes Ive stopped playing because they can ban me if I play

TheJeffers

For what? You said you have only one account, right? You deleted the others.

If what you say is true, you are functionally banned now. So what difference does it make if they ban you afterwards?

Bubluga

I just know that they are trying to trick me by lying

TheJeffers

When the other employee told you that you were not compliant with terms of service did they tell you what to do to correct it? Or did they say you were banned and there is nothing you can do?

Why have both employees now gone radio silent with you, when you apparently had open lines of communication with them before?

If the first one is right, you are not banned, now complying with ToS, and they have nothing to ban you for.

If the second one is right, you either need to do something else or you are otherwise functionally banned.

If you still have access, just play the game. What will they ban you for if you only have one account?

If you do get banned, ask them why.

Do you believe the second employee is actively watching your account 24/7 waiting to ban you the second you log in or something?