91 Free Street,
Subject: Response to complaint regarding deduction of extra charges in post-paid connection
Thank you for taking out time from your busy schedule to communicate this problem that you are facing to us. Please accept our sincere apologies for the inconvenience and trouble caused. We are taking all necessary actions in order to rectify this issue.
We have already contacted the post-paid team. They have informed us that it was a technical glitch due to which you received a statement where you have been charged doubly. Due to system error, the statements got repeated and the bill amount which should have been £13 is wrongly reflecting as £26. We understand that it was the team’s duty to check the invoice before mailing it to you. However, we really appreciate customer’s like you who point out where we went wrong and how we can improve our service.
We can assure you that we have rectified the details on our system and within 5 business days you would receive a fresh mail with the corrected amount. We really hope to continue working with you and appreciate your constant support and co-operation.
Service Delivery Team