The seatbelt may have been operating correctly.
The seatbelts have an "automatic locking mode" this is used when installing a kids car seat in the rear.
This happen when the seat belt is extended all the way, it then locks in place it then can be retracted small increments at a time so the car seat is secure tightly.
If someone getting out of the rear accidently extends the seatbelt all whether it be using it for balance or getting caught in it. The belt could then end up getting hung up on the seat preventing it from retracting, it can then get closed in the door.
Judging by the OPs picture the belt looks like it would have needed to be extended all of the way to make contact with the ground and be damaged.
I do think though for the dealer to dismiss something over the phone is not a good look for their service dept.
Without inspecting the seatbelt mechanism to see if there was a defect or an internal piece broken that caused it not to work correctly makes for poor customer service.
The seatbelts have an "automatic locking mode" this is used when installing a kids car seat in the rear.
This happen when the seat belt is extended all the way, it then locks in place it then can be retracted small increments at a time so the car seat is secure tightly.
If someone getting out of the rear accidently extends the seatbelt all whether it be using it for balance or getting caught in it. The belt could then end up getting hung up on the seat preventing it from retracting, it can then get closed in the door.
Judging by the OPs picture the belt looks like it would have needed to be extended all of the way to make contact with the ground and be damaged.
I do think though for the dealer to dismiss something over the phone is not a good look for their service dept.
Without inspecting the seatbelt mechanism to see if there was a defect or an internal piece broken that caused it not to work correctly makes for poor customer service.
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