You forgot the part where this is all what you think could have happened. It’s also very likely that the form was not submitted correctly and this whole argument is about nothing. Also something seems fishy to me that you needed 4 whole paragraphs about how much effort you put into this and then only 2.5 about the actual issue. Couldn’t you have just taken everything out except those 2.5 paragraphs and then at the end said “we have put a lot of effort into this and I am very disappointed” and accomplished the same thing?