Teaching customers a lesson
The comments are a hoot, but the useful point is that there are no circumstances where sending a customer a note like this is a good idea:
I am the manager of all of Customer Service. There is no one higher than me that you will speak with. You violated our policy, which is, despite what you say, completely clear. No one is holding anything hostage. Your e-mails have been completely deleted, and no amount of money can now restore them.
A common mistake marketers make is believing that there is perfect information between consumers. That when the seventh person in a row asks you a dumb question you should raise your voice, because obviously he didn't hear you the first six times you answered it. Never mind that those were other people.