Sometimes it happens that the accounts department makes a wrong entry against customer’s billing statement. As a result, the wrong statement is sent to the customer, which can create troubles for the customer retention department. Usually, the customer responds by pointing out the mistake in the billing statement.
In such case, the concerned department should carefully look into the matter, in order to find out the main reason behind the wrong billing. After the company succeeds in pointing out the error, an apology letter should be sent, in order to maintain healthy relationship between the company and the customer.
The first paragraph should confirm the receipt of the letter by the customer, while making an accepting the mistake made by the concerned department. You can also tell the customer that the error has been removed and the amount will be adjusted in next bill. In the second paragraph, you can inform the customer about his current balance, along with the date, after making the correction in the bill. Then you can add complementary ending to your letter.