Huh, if you click through their link the person responding is also a "sumo administrator" and it's "sumobot" causing the issues. It seems entirely likely they are personally directly responsible for it.

Regardless they are representing the company. If they aren't the right person to respond - they should not have responded and kicked it up the chain/over the fence to the right person - instead of responding by offering to waste the complainants time on a call with someone you are asserting is not the right person to be handling this. Supposing you are correct about their position, it makes their response far worse, not better.