Originally Posted by WiscAZ

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In a former life, I managed a team of customer service reps who dealt primarily with customers over the phone. We'd regularly get complaints that a Rep would say stuff that was not acceptable. Sometimes it was true, sometimes it was embellished (luckily we could pull phone calls). While we regularly would move forward with disciplinary actions if necessary, we would always tell the customer that we were taking actions but any specifics beyond that would not be discussed with the customer.

It seems like OPs e-mail back was more than the generic response so all OP can hope is that the station manager discusses the situation in more detail and works with that agent.