Sample: Reply to Complaints

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Music Unlimited
1234 Hanging Note Way
Lands End, ME 04321

October 8, 2010

Denise Wall
1234 Riverside Rd.
Peralta, NM 87042

Dear Ms. Wall,

I am following up on your letter dated June 8, 2010, where you informed Music Unlimited of your dissatisfaction with your contract and services with our company.

I apologize for the problems you are experiencing, and for any inconvenience this may have caused you. We appreciate letters like yours. It let’s us know what areas of miscommunication our company needs to make improvements in. In your case, we learned that we must convey a better understanding of the terms and agreements of our automatic shipment of the month and automated payment plan. Our company can not refund you the $75.74 that you have requested. We also, can not cancel your remaining one year contract. However, I have enclosed a free music cd, and a $25 gift card to Wal-Mart.

In the future, you may cancel your monthly automatic shipment and avoid the monthly automated withdrawal from your checking account by going online every month by the deadline date listed on your account. This website address is www.musicunlimited.com. Simply log in using your name and account number. If you choose to not receive the cd’s listed for your automatic monthly shipment, just cancel the shipment order. Your checking account will not be charged. You may also make changes to the order if you wish to receive a shipment. If you close your checking account, your account with Music Unlimited will be turned into a collections agency. This may result in blemishing your good credit.

Thank you for bringing this misunderstanding to our attention. I hope this situation has been resolved to your satisfaction. If you have any future concerns or questions, please feel free to contact me personally at 1-800-555-1234. I will be happy to help you in any way I can.

Sincerely,

Pamela Corley

Pamela Corley
Customer Service Representative
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