If you agree to let them publish the email, they could post it here? As they seem keen to engage with the public over the matter.
I have already been in contact with the customer here: https://www.reddit.com/r/hetzner/comments/1ha5qgk/comment/m1... --Katie
I have already been in contact with the customer here: https://www.reddit.com/r/hetzner/comments/1ha5qgk/comment/m1... --Katie