> If you have a better solution to correct an error or solve a problem than having a call/meeting and openly discuss situation and possible resolutions - I would love to know about that.

I do, actually. You first read what the other person wrote. Then your response will take whatever they wrote into account. If they did not expressed themselves clearly, you explain what it is that you do not understand. The "We want to make sure we truly understand what you're struggling with." is wholly inappropriate if the only reason you do not understand is that you did not read what they wrote.

Second, you dont suggest the other person is struggling with something, unless they are actually struggling with something. The original post does not show someone struggling at all.

Tl;dr if you want to "openly discuss situation and possible resolutions" you dont start by ignoring what the other person wrote. This response makes it very clear that manager does not intend to openly discuss the situation or possible resolutions, the manager is not taking the complaint seriously at all.