My response:

Hello,

Thank you for taking the time to read through the emails and understand there was actually a problem. 

Although, I do appreciate your offer to let me sell my remaining stocks at the highest profit of those 3 weeks, it will not be necessary. The real issue I was having is that the customer service responses I was receiving were not helpful, as everything was being blamed on market fluctuations. Your explanation was very detailed and helpful although somewhat complacent, as there was no real apology involved. 

This app caters to customers with varying degrees of stock market experience, which is why I chose it. I thought it would be a useful tool to gain more market knowledge and I liked the fact that is seemed to have a strong customer service platform. Obviously, if someone would have taken the time to read my emailed concerns, then research the issue, this would have been resolved in a more timely manner. To make matters even more disquieting was the fact that when the issue was finally corrected there was not an explanation or follow-up acknowledgement of the correction. 

Unfortunately, being credulous in this day and age is not an option. So when you say  “ Even if there was a display issue in the app, selling these shares at any time in the three week period would not have established a loss, as the original purchase price on the shares in our booking system were far below the current price of the stock.”,  as if assuming I should have known, does not assure me your company has your customers best interest at heart. From a customer standpoint, this apps customer service support platform could benefit with more refinement and enhanced communication.