We'll take care of it as soon as possible, @Val00. 

First and foremost, thank you for sharing your experience with the community. Please understand that this is not the experience we wish to leave you with. I'd be frustrated if I were in your situation.

We have an internal process for filing this complaint, and we will do so on your behalf. Rest assured that your concerns have been heard and will be addressed appropriately. 

Thank you for being so understanding in this matter. We'll do whatever it takes to resolve this issue as soon as possible.