There are many contextual elements to this story you cannot answer to that make this a difficult post to respond to. As far as I can read, you may need to seek better ways to phrase what you're saying. As I have said before, context always matters, and a bunch of strangers on the internet aren't going to have all the answers. Maybe ask peers? People who are witness to what is occurring and can provide timely feedback, without missing contextual elements.
Instead of saying:
Instead say: "I am sorry you feel that way and I will identify someone who can assist you as soon as possible. I cannot take you in this moment, but if you give me x amount of time, I may be able to look for someone."
How are you going to solve the problem? (The problem being his feelings of neglect.) You didn't do much, in your recall of your scenario, to fix the issue.