What if they aren't faking the e-mails, and it's Yoti who is lying? Then it's just a privacy-conscious person.

What if neither is lying? The e-mail was sent, but this was never recorded on Yoti's customer support records, or the record was deleted? Do we know what kind of customer support system Yoti is running? What if there was a bug or hardware failure? What if someone saw it being deleted but they figured it's better for them if they didn't say anything, so Yoti isn't aware of its own internal cover up?

What if PalDuck was actually paid by Yoti to publish a fake e-mail screenshot as part of a PR campaign? What if the screenshot is real, but it comes from a different timeline and Yoti did nothing wrong in this timeline?

With this "he said she said" situation, considering nobody is going to open an investigation over a reddit post, I think we might have more fun speculating about time-travelling screenshots. We'll never know the truth either way.