golden opportunity thrown away

Good day-this is what edgars think is assisting with a golden opportunity- passing the buck back to the client and then sending the client the below letter in very bad written English, I am the client-and this was sent to me-<br> Dear Mrs Kemp<br> <br> Account Number: ***<br> <br> In response to your enquiry on the above mentioned account, I called the customer to inform her about two accounts under her names and id number as well. However advised her to go to the store to fill the dispute forms as she is saying she don't know anything about the account. Customer refused saying she won't go there. She need us to remove her id number on the other account as she don't know it.<br> <br> Should you require any further information, please do not hesitate to contact Customer Services. <br> Regards,<br> Aluwani Sibasa