Snooty response to ICASA complaint

I submitted a complaint about Fastway to https://www.icasa.org.za/ and Fastway responded with a very snooty response.

Here is my complaint: The courier drove around with my parcel for days and logged it as he couldn't find me yet made no attempt to contact me. The WhatsApp and online chat get no response from actual people, only the automated responses. They took 5 working days to email me about an online query and then told me that my tracking number belongs to a 2019 parcel to Cape Town. For some reason they think I ordered from One Day Only, which I didn't. Their service is just terrible.

Their response: You allege “Rudeness”. But I can’t find anything in your statement that indicates what happened that was rude. From your statement it seems that your interaction with Fastway was electronic:

“Courier made no attempt to contact me” – no contact. No rudeness possible; Used the Whatsapp and Online chat – no contact. No rudeness possible; “5 working days to email me” – no contact. No rudeness possible; Submitted two online enquiries – no contact. No rudeness possible;

We take rudeness seriously in Fastway and I would appreciate some concrete information from you so that I can address it:

Who – the identity - was rude to you?; What was said/written.