Usually because of the terms of service. That said the fastest way to a resolution is often exactly this. Either get a lawyer to send a letter saying you're go

Usually because of the terms of service. That said the fastest way to a resolution is often exactly this. Either get a lawyer to send a letter saying you're gonna file in court, or just file for arbitration yourself. If money on that scale is at stake, this is a comparatively cheap way to make sure a real human looks at the problem.