I don't really see a problem here. I think both parties could of handled themselves better. Sometimes people are just having a bad day. Not knowing all the facts, just an observation, customer service is a 2 way street, both parties need to act in a thoughtful manner to get the best outcome. Looks like Kyle started off poorly by been really blunt and unhelpful, next though the tone of your message comes across with a hint of accusation. Looks like it just escalated from there.