Question

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Write an email in response, explain the cause of the problem and promise action.
A customer tried to take €250 from one of your cash points (ATM) at a motorway service station. The machine only paid out €50 but €250 was taken from their account.


Dear Ms Aloisi,
I am writing in relation to the problem that you encountered when you withdrawals money with ATM at a motorway station. Please accept our sincere apologies for this problem.We had some problems with the ATM program because of the large number of people who of the large number of people who withdrawals money without ATM but elsewhere. There was a technical problem and we were working to resolve every case where customers were deceived and dissatisfied our services. I am very sorry to hear that our customers were dissatisfied. We take all complaints because it was our problem. We draw the money to the account that has been needlessly taken and we give additional €10 as an apology. We hope that you enjoy.

Best wishes,

Answer 1

I am writing in relation to the problem that you encountered when you were withdrawing money with our ATM at a motorway station. Please accept our sincere apologies for this problem.We had some problems with an ATM programme because of the large number of people who used ATM. There was a technical problem and we have been working hard to resolve each case in which customers were deceived or dissatisfied with our services. I am very sorry to hear that our customers can feel aggrieved. We accept all complaints because it was our problem. We transfer the money to your account and we give extra €10 by way of compensation. We hope it would be satifactory.