Facebook design problem
This is probably related to how badly Facebook works as a care channel.
If you have a high volume of posts, it's a lot easier to administrate with a conversation in one place - hence requesting a pm, and resolving the problem there.
People come back days after you ask them what the query is, or spam comments on other peoples posts, offering spurious advice (contacting the regulator instead of telling the operator what the problem is), which just create delays.
However, posts shouldn't be deleted, unless they're duplicates or abusive.
Social media is a place for a company to show that yes, they may have issues, but can react and resolve them in a timely fashion.
Biting the hand that feeds IT
