Many thanks for your review. I checked with my colleague and I believe that there has been a misinterpretation as she genuinely intended to be helpful by referring you to her previous email. However, having looked at the wording of the email myself, I can see how the response may have been misconstrued.
We are truly sorry for the misunderstanding but thank you for taking the time to share your issue with us. Please be assured that we are addressing this.
We wish you both the very best in your new home.
Best Wishes.
Katrin
