Jessica
He just told you exactly what was going on. Do you really not get it?
Or is this just part of your plan:
-If players want to bring up an issue, screen shots and detailed explanations once isn't enough. Make them explain and reexplain themselves over and over. Keep telling them you care and are taking their issue very seriously. Eventually theyll get sick of it and give up.
If they don't give up, just ignore them for a while.
If still they don't give up, do anything you can think of to make sure the other players don't take them seriously, deflect attention away from original issue.
Finally option, if they still won't give up asking you questions you don't want to answer, ban them and pretend like issues never existed to begin with.
Wonder if Jessica spent less time reading dooglus' posts or his trust rating comments.