Acknowledge
Recognise the experience without arguing or disclosing private details.
Clarify
Ask for only the information needed through a private channel.
Resolve
Explain the next review step; promise only actions you can take.
Escalate
Identify an owner for safety, privacy or complex service issues.
Learn
Record recurring problems and changes to the service.
Worked example / note
Thank you for explaining the issue. Please share your reference privately so the team can review the specific case. Do not post private account details.