[random5634]

The person responding at a big corporation is often unable to, for practical purposes as a result of policies other than in exceptional circumstances.

When you write in and ask them, please steal a million dollars and give it to me, while they might be able to figure out a way to steal and give it to you, for policy and job performance reasons they are unable to. They say - "I'm unable to do that for you". Who cares if they somehow could - we all understand they have chosen not to.

We are unable to reinstate your account = person responding does not have policy authority to reinstate your account and the exceptional circumstance was not identified.