very often - we only get one view of a situation - and if the other side happens to join in - they are defensive and justifying .. or counteraccusing. but at that time - things are more emotional than rational anyway.
experience tells that:
- faction feedback is sometimes taken seriously and resolved
- sadly often the faction becomes defensive and very protective of their members ( which isn t a bad thing per se - but can be taken too far )
- sometimes a faction being defensive becomes insulting - and accusatory - which makes giving them a feedback a rather bad experience
when gameplay is disrupted by an official faction - and when you have maybe had a talk to the faction leader in private ( PMs ) - which has not resolved anything.....
i would suggest to file a report - provided you do have the timestamed screenshots of the ENTIRE conversation that took place.
if things were like you described them ( can t tell, cause we only have your word ) - the bheaviour was close to mobbing, insulting - and might be described as abusive. - which would be a justification for the admin team to "have a talk to the member and/or the faction" in my opinion.
if the factions cannot solve disruptive behaviour - the admins are there to ensure a healthy playing enviroment. - which also includes to ask people not to make other people feel bad.