Apple staff should copy/paste the information reported to them on Twitter to the relevant team for triage or investigation. The user is already helping enough by telling them on Twitter.
It sounds like the problem was that she never got a response. She sent the original letter, never heard anything back from them, assumed it got lost or was ignored, and then tweeted.
:no_upscale()/cdn.vox-cdn.com/uploads/chorus_asset/file/13723266/Screen_Shot_2019_01_29_at_2.07.07_PM.png){kind=link}