I think it's mostly procedure -- they can't just give in, and have to make it fit in a procedure which exists before doing something which isn't standard procedure.

So yes, you will see illogical responses, because your request doesn't fit in an existing procedure, and they're not allowed to go beyond procedure at the first request, even if they know what you want and they know that it doesn't really hurt the game.

That's the only explanation I can think of that could make sense of this insanity.