This is the attitude of your employees that I am writing about. If the message does not contain direct insults such as a moron, a freak, etc., then this does not mean that the messages are not offensive.
I'm really sorry that you completely lack an understanding of customer focus, tact, familiarity, and you can afford to answer like that.
Just look at the answers in this ticket
https://crm-onebox.com/en/support/other/3946-pochemu-v-remennih-dlya-pisem-net-t...But legally, the issue has been studied, and there is an opportunity to call you to account for such arbitrariness. But the option was chosen not to pay so much attention to someone's self-affirmation.