Addressing protocol in Telus emails and in online messages to customers

[gone]

I'm being addressed such as "Hi, FamilyName", either some monkey could not decode a complicated from that says 1st Name= xxxx & Family Name = yyy or some even worse moron thinks that it is proper to address people by their family name only.  You can address people by their full name or by their 1st name.  I've never heard of civilized people addressing someone called Bill Jackson as "Hi there, Jackson". Is this a Telus protocol? 

[TELUS_Support]

Hi @gone - more than likely you were sent an email that was supposed to follow a template but the person forgot to delete that section and fill in your information

[gone]

I'm sorry but I don't undertsand your reply. TWICE I have raised this issue, the first time it may have been the address in an email but this time it was a message on my community page (forget the details).

[TELUS_Support]

Where are you seeing this?