I ask you to call me...

 Dear John

We are sorry to learn about your experience and assure you that your feedback is being taken seriously. 
At MVIA, customer satisfaction is our top priority, and we regret falling short in this instance. Please await a call from a Resolutions Specialist so that we may investigate further and ensure a satisfactory resolution.  

Thank you for bringing this to our attention and for allowing us the chance to make amends.

Sincerely,
The MVIA Team