These slightly airline customer service type responses are interesting, but in this case missed the mark.
Matt, I am afraid Michelle did not suggest that one day after diagnosis she had already racked up several thousand dollars of bills. She used the word "looming". This means that she has not yet racked up the bills... so your expectation that the JetBlue staff would be suspicious is poorly founded. However, you appear to be practising excellent, airline style customer service responses....
1. Start with an insincere heartfelt empathy for the customer's position
2. Don't actually read the complaint, but instead deliberately miss the point and respond accordingly. Preferably using a template which bears little or no relationship to the problem at hand.
3. Try to finish on a positive note, after knifing them in paragraph two.
You should consider applying for a job in customer service at Delta. They are particularly keen to recruit people who don't read the complaint and respond insincerely, whilst continuing to screw the customer. I think you would be excellent.
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