> We apologize for the delayed reply. We track these issues via our internal bug system, and only reply to the reporter once the bug is resolved internally. We generally ignore messages asking for updates, as we receive a high volume of these (even for non-issues).

This rationalization is illogical, which usually means someone is in conflict. From a logical standpoint, externally, it could be they are fixing something OR don't know about it OR don't care.

Given the conflicting rationalization, I'd say they didn't know about it and then made up an excuse instead of owning it.