You just got a message in all caps, full of exclamation points and complaints, and you need to reply now. Answer while you're rattled and you might make it worse. Wait too long and that's also a problem. You need something that de-escalates and shows you actually care about fixing it.
customer wrote THIS IS RIDICULOUS ive been waiting 3 days for a response and nobody is answering me, dont know what to say without making them angrier
I completely understand your frustration, and you're right to be upset, three days without a response isn't the experience we want for you. I apologize for the delay. I'm looking into your case right now and will follow up today with a concrete solution.
I'm sorry for the delay and for what you've been dealing with, I know how frustrating it is not to get a response. I want to fix this right away: I'm reviewing your case now and will have an answer for you today.
I apologize for the delay in getting back to you, that shouldn't have happened. I've taken over your case and will give you a concrete answer today, no more delays.
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Try it with my own message