This looks like a business communications 101 form letter, in response to a customer complaint. Single narrative, appeal to readers emotion, limited supporting details in attempt to persuade. No bad, any grading assistant will give it credit.
Just one problem, the scale is way bigger than a single complaint as many others had pointed out. Unlike the old days where correspondences were on typed paper, social networks gave everyone the immediate 1st hand knowledge of what actually happened. T fat cats are noting but ancient dinosaurs, rotting from within.
McFresh is a wannabe YouTube star, has his own video channel to answer the tough questions, highly produced and with his cult a** kissing followers. The form letter response is a major miscalculation, pretty sure the producers are pulling OT on damage control. Invite Carlson next time.