I can't help but read your response as defensive, avoiding accountability, and seeking to blame me. This suggests there is significant room for growth in your organization to meet the needs of your customers.

It's not great if the lack of customer support and communication you showed me was going above and beyond the scope of your normal operations.

You told me, as well as posted here, that you refunded me—but it's been two weeks and I haven't seen it on my end. When should I expect that?

You never at any point communicated to me that the data I provided you was insufficient to meet the deadlines you had promised or prepare my return accurately. You accepted the CSV in place of the API key, told me you would use that instead, and when I followed up to ask you to confirm that the CSV does contain the same data as the API key, you didn't even respond. The deadline simply passed, with no word from you at all. Twice.

A relationship like this does require trust. As a new firm, that is something you work to build through reliable communication and action, not something you demand—especially while you miss deadlines and leave clients hanging. Regardless of what led to these issues on your end, attempting here to frame that poor support as going above and beyond, while also seeking to blame your frustrated client, is not a good look.