It's because many people try to cheat them by saying they lost this or that when they never had it. Or just did it and regret the decision so they say it was a glitch. In no way saying you are. But that's the reasoning. It's not that they can't but that they won't. Technically they could likely find out but would require resources just to hunt down what would 90+% of the time be a lie.

They won't help you Because it's not worth there time to check into wether or not your telling the truth. Which I have my doubts that you are.

Nope