Why would you accuse them of lying? If the author wanted to lie why would they include their mistakes like missing the email?
Either way, it doesn't actually matter - even if it's 100% the author's fault, NINE days to get to a human who can resolve the issue is enough of a reason to avoid having too many of your services centralized with apple.
Doesn't have to be lying - just dumb errors. They probably got the box and didn't know what it was and threw it out by accident. It's easy enough to do.
Given the entire post is them making dumb errors and then blaming others it would be in line with the rest of it.
Either way, it doesn't actually matter - even if it's 100% the author's fault, NINE days to get to a human who can resolve the issue is enough of a reason to avoid having too many of your services centralized with apple.