That's a cute response, but that's not how applications are written and presumably you know that.
I'm not excusing this. If they did it the right way they'd have
1. Set a date to cancel the existing program
2. Sent a targeted email to everyone enrolled in it which said, "We have major changes to the unlimited delivery plan effective xx/yy, if you would like to continue please follow this link and accept the changes or you will be opted out"
3. Cancel the old plans across the board on date xx/yy
But hindsight's 20/20, their explanation is more that plausible, and their response is more than adequate. Do they need to put on hairshirts and scourge themselves?
I'm not excusing this. If they did it the right way they'd have 1. Set a date to cancel the existing program 2. Sent a targeted email to everyone enrolled in it which said, "We have major changes to the unlimited delivery plan effective xx/yy, if you would like to continue please follow this link and accept the changes or you will be opted out" 3. Cancel the old plans across the board on date xx/yy
But hindsight's 20/20, their explanation is more that plausible, and their response is more than adequate. Do they need to put on hairshirts and scourge themselves?