I understand your anger, but this is a good, well-written apology, albeit done in a formal style. Fabulis may or may not accept it, but it's hardly like Citi's blowing them off.

Bill Brown (the Citibank manager) made pretty strong statements like "I assure you that Citi is committed to the gay, lesbian, bisexual, and transgender communities". There's not a lot of wiggle room there.

As a piece of corporate communications, it's nicely done. He openly addressed all of the customer's concerns, without immediately throwing one of his employees under the bus or being defensive. That's a delicate dance.