Chris has found yet another instance of an all-too-common occurrence: misconstruction of written complaints. To the extent that this is deliberate, it's a mark of how much someone thinks they can get away with not answering the point in a letter at all. My own favourite example is a letter I received from a Minister who could "not condone [my] remarks on illegal filesharing", despite the fact the only remarks on that subject were a quotation of what he had told the BBC.