May 19, 2009
[Name of Recipient]
[City, State ZIP Code]
Re: [Account No.______]
Dear [Name of Recipient]:
Thank you for your letter of [Date of Letter] and for the copy of the check you enclosed, showing that the account had been properly paid on time.
Please accept our apology for causing you this unnecessary aggravation. We can certainly empathize with your feeling of total frustration at being repeatedly billed for an amount that had already been paid.
Upon receipt of your letter, we immediately conducted a thorough investigation and have found the source of the error. We’ll spare you the details – it was, of course, the usual – the computer just doing what its master told it to do.
After identifying and correcting the problem, we have started a thorough review of all our procedures and policies because, even though this error was difficult to find, the delay caused in making the proper adjustment to your account was simply unacceptable, and we are making efforts to ensure it does not happen again.
Thank you for taking the time and trouble to write the letter which helped us solve the problem, and thank you also for your patience and understanding in this matter.