ive been sitting here for a few minutes trying to figure out what the 'wrong' perception here is.
why do people cry if you say "only"?
its a bad thing to assume that everyone is the same here and have some default reactions.
these are people who in name of company are responding to customer concerns, unlike us who are simply commenting on stuff. its a different context to communicate from.
what do you think will be nhe result if they word things clumsily, people get angry, and then stop their subscriptions. Its not a handy thing to be doing. Big tech can be harsh, ive seen people sacked for less.
I just said this as some unsolicited advice since out of experience i know it makes. a big difference to choose the right phrasing when speaking to people from around the globe.