[rralian]

If you would have finished it, you would have found that Square's service was professional throughout. They never treat him as if he is "guilty until proven innocent". The rep just tries to explain to him why repeatedly sending emails will actually make their response take longer, and it's reasonable.

She could have used the passive voice in her explanation, "when someone [blah blah] they will naturally inhibit", which would be harder to read as hostile. But that's a pretty subtle point that I don't think can be expected for someone who is likely judged on responses/hour and messages in queue. Plus, he was being pretty hostile leading up to this, so I think her response shows poise. These reps are humans after all, and they deal with irate and unreasonable people all the time.