Apology Letter for a Billing Error

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.

Scroll down and learn how to write an apology letter for a billing error.

Tips to Write Apology Letter for a Billing Error

  • Remain respectful
  • Maintain a positive tone
  • Maintain a professional and formal tone


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    Sample Apology Letter

    Adam Smith
    XYZ Company
    360 Wellington Street
    Springfield, MA 39282

    January 10, 2013

    Carla Eisenheim
    Manager Operations
    ABC Company
    200 Wellington Street
    Springfield, MA 39282

    Dear Carla,

    Thank you for writing the letter showing your concerns over the balance in your account with us, i.e. 0092209999299-1. We have thoroughly checked the previous records and found a wrong entry in the record books. We have informed the concerned department and you will now be able to see the correction in your next billing statement.

    After the correction done on January 9, 2013, your new account balance is $45,000.

    We appreciate your patience and apologise for the inconvenience that you faced in result of the error. You are valuable to us and we are committed in providing the best services to you.

    If you have further questions or concerns, please feel free to contact me at 1-707-555-2222.

    Adam Smith
    Customer Relationship Manager

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    Template of Apology Letter

    [Sender Name]
    [Company Name]
    [Street Address 1]
    [Street Address 2]
    [Phone number]


    [Recipient Name]
    [Company Name]
    [Street Address 1]
    [Street Address 2]

    Dear [Recipient Name],

    Thank you for sending us your concerns about the errors in your [Type of billing statement] billing statement that we sent you on [date]. As per your request, we checked our records and found that you were right about your concerns. It was basically a human error, as the concerned person entered wrong information by mistake. We sent the request for correction and your account is now updated. Your current account, as on [date], is $[Amount].

    We really appreciate the patience that you shown in the whole process and we apologize for the inconvenience that you bear because of the mistake in the billing statement.

    If you have any further concerns, do not hesitate to contact me at [Phone Number].

    [Sender Name]

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