It's a perfectly understandable response to what is essentially just corporate damage control. I'd be pissed too if I was in their position.

They've been ignoring the issue for over a year, yet it somehow took them only 4 hours after the reddit post was made to determine that it's "an isolated edge case", even though there's at least one other user reporting the same problem. The comment was clearly written with a focus on saving face rather than properly apologizing for the terrible support.