Dear Ms. Sophia,
Thank you for your message and we are sorry for the unfortunate mistake that was made.
It is clearly understand that this occasion was a mistake on our side. We will investigate further of this matter. Further action will be taken to Ms. Sandra Wong by sending a warning letter and send her to a communication training as to improve and treat our customers better.
We are sorry for this unfortunate mistake and can assure you that a similar incident will not happen again. Thank you for being loyal to us and hope for your continuance in supporting us.
Regards
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