Mostly because it’s for business. There are a mix of customers, some want it one way some want it another. We don’t normally use text. So if your equipment is done and you don’t listen to your voice mail. Please don’t complain you weren’t contacted. Hypothetically. Not saying it’s you. But I do get these complaints.
But will they care if the account continues buying games? Is it easier to let it slide, or force someone to make a new account, there by pissing them off?