Separate the Facts From Emotion in This Customer Message

Help me separate the facts from the emotion in this customer message before I reply. Do not judge the customer or dismiss their feelings. The goal is to understand the issue accurately. Break the message into: 1. Verifiable facts stated by the customer What they say happened, including dates, products, interactions or amounts if present. 2. Feelings or reactions Examples such as frustration, disappointment, urgency or loss of trust. 3. What they want Any explicit request for a refund, explanation, correction, update or other outcome. 4. Unanswered questions What I would need to check internally before replying. 5. Points that may be assumptions Statements that should not be treated as confirmed fact until checked. 6. The core issue in one sentence Write a neutral summary of what the response needs to address. Do not draft the reply yet unless I ask you to. Do not invent company policy or facts that are not in the message. Customer message: [PASTE MESSAGE]