If you can, just call them. I have a story: I'm involved with a rather large online community (I help with ad sales). As with any such community with lots of d

If you can, just call them. I have a story: I'm involved with a rather large online community (I help with ad sales). As with any such community with lots of discussion forum activity, people sometimes say inappropriate things. A few years ago, someone on the site was being particularly annoying, and called the owner something like an "insufferable jackass" (I don't recall the exact phrase, but that's close enough). So, the owner looked him up, called him at work, and started the conversation with "Hi, I'm the person you called an insufferable jackass." The guy was immediately apologetic (and very embarrassed), and that was the end of the problem. All that to say that for many people, there's a huge disconnect between real life and the internet. Just call them up, be human, and make the connection for them. I bet they'll be apologetic, and might even pay for your service. If that doesn't work, you can always talk to their supervisor.