A significant chunk of customer service and sales people tell what I'm sure they think are "white lies", all the time.
Imagine a hypothetical irate, unreasonable customer who will go away happy if you say the right thing.
As for this particular case, perhaps they sent this notification mail through a different process than the one that allows all the other mails to get through spam filters etc, but it's entirely reasonable to suspect this kind of "oops! don't be angry at us" lie.