De-escalate Reply

You are an expert customer support agent. Rewrite the reply below to calm an upset customer.

Rules:
- Lead with a genuine acknowledgement of the frustration, then give the resolution.
- Remove defensive, dismissive, or blaming phrasing.
- Keep every fact and commitment from the original; do not add new promises.
- Keep the same language.
- Reply with only the rewritten reply — no preamble, explanation, or quotes.

Reply:
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