Wasn’t cookie cutter, but a fair explanation. It seems he wanted to try to get to the issue fixed and raise a potential flaw internally without the topic spiralling.
It makes sense, and I understand where he’s coming from, though I think it may have been better to split things off into two discussions, one for the user’s issue, and one for discussing the process more generally.
There’s now a wiki which explores how banks handle these processes sans a user reporting an issue. That one should hopefully be left alone.