Dear Valued Customer, Thank you for bringing this matter to our attention. We take your concerns very seriously and sincerely apologize for the inappropriate remarks made by the previous customer service representative. To assist you effectively with our investigation, please send a screenshot of your conversation with that customer service representative to the EBC customer service email. Also, kindly provide the address you used to open your account and your phone number so we can verify whether the mentioned website is an officially authorized platform by our company. Additionally, we kindly request you to provide the order number and transaction records. This will allow us to forward them to the relevant department for further review. Thank you for your understanding and cooperation!