Such a classic and incredibly annoying SaaS PM move. Pinky-promise that you mean well, pretend to be invested in the issue, ask customers to supply evidence and say you'll look into it, followed by radio silence and no follow up whatsoever.

Incidentally, another Cloudflare PM for Pages asked me to do the same thing--I shared my account ID, the request, the problem, timestamps, etc...never heard back ever, request went straight into the void.