Au contraire, I sincerely appreciate the personal touch. Probably nothing to do with them, but he’s offered a conduit for them to send additional details, and committed to looking into it. That’s more than OP seems to have got through official channels.

Every company of some size has “WTF” edge cases, IMO it matters how we handle them, even if sometimes handling it takes an unusual or unofficial form.

Actually, it's better than the norm. I've seen many stories like this where nobody reached out.