The employee assigned to answer on TA might not have even been there 6 months ago when the OP's experience happened, might not even be on site, might not have any clue, remembrance, record of anything the OP said happened...as you said, they are there to smooth feathers, ameliorate, move on. I've seen many TA reviews where management was shocked at what happened, did not realize it at the time, and offered to contact the poster to discuss further.

This did not happen with his TA review.