They may need the user's details to look into it and determine if it's an actual issue. When they have done that, it makes sense to fix it for that user at the same time. They should definitely come back and tell us that they have fixed it and why it happened as soon as possible afterwards, but I would understand if it takes a few weeks given normal levels of corporate bureaucracy.
That said, it's bad that this happened in the first place, and it makes me a little anxious about using Cloudflare's services.