"we received a call from Apple" is this a literal statement where some human from Apple called on the telephone to speak to someone about this situation, or is this a phrase that actually means they received an email notification about the situation? I ask because it seems well outside the norm of no-human contact regarding support from FAANG companies.
I'll just mention the famous case when a developer actually recorded the phone call with Apple: https://blog.kapeli.com/dash-and-apple-my-side-of-the-story