This is not the first time I have heard something like "There was little interest in helping us understand new Facebook policies or what we were expected to do to comply with them. " This is generally said when the new policies are intentionally designed to keep out a whole niche of shady behavior, so that complying would require to abandon their core business model; i.e. it's not really expected that they would comply, the policies are explicitly written to stop doing business with them and also every future company like theirs.

If they could work out something with the customer representatives to mostly keep doing what they want to do while fitting within the letter of the policy, that would just indicate a bug in the policy text that needs to be fixed.