I think the exclamation marks and capital letters has given the letter an aggressive or 'cranky' feel about it that you probably did not intend. Where you perhaps wanted to sound questioning in order to find out facts, it may have come across as an attitude of "What do you mean!" So, wisely, the person at the other end has asked you to contact him/her personally, so that you can sort it out. I would just ring and have your question satisfied.