I was banned with the reason "Soliciting external support", but I don't understand why.

Your forum allows users to share private information publicly, which is a concern in itself. There is also no way to send a private message to users, so when I was trying to help your customers, I had no other option than to post in the public forum.

I was genuinely trying to help users, not violate any rules. Please review this ban and explain why it was applied, as this seems like a mistake. If there is no private messaging feature, how are community members supposed to help each other without posting in public threads?