<< “I want to acknowledge myself, personally, that there was a communication failure on my part and there are many things that probably could and should have been communicated differently, and this is something that I’ll have to reflect on and improve over time. So I will do that.”

Note how he says that he wants to 'acknowledge' things. Not apologize. Not that he is wrong about the re-interviews. He says he didn't use nice enough language to soften the blow. Basically, in simple terms, he didn't Lisa it up as temporary refund adjustment.

edit: and the passive voice is a cherry on top

edit2: I gotta say -- all those CEOs are getting a little uppity for people who likely use copilot for summarizing emails.