Honestly, this phrase is raising phishing alarm bells in my head, though xxdesmus said it's `likely legitimate`. The punctuation and capitalization is lacking, and really makes it sound... off.
Edit: I originally thought this was an email, but upon reading the post again it sounds like a response to OP's support ticket. There's a lot less effort involved in responding to a support ticket or chat message than the effort involved in writing up email templates, so my point doesn't quite apply here.