If I was a customer of theirs, I wouldn't have really been (too) bothered about the initial intrusion. However, hearing them say "Why it will never happen again

If I was a customer of theirs, I wouldn't have really been (too) bothered about the initial intrusion. However, hearing them say "Why it will never happen again" would make me switch providers. In my mind being willing to say "it will never happen again" implies a basic misunderstanding of the security environment and is tantamount to a guarantee that it will, in fact, happen again - perhaps even regularly.