Handling Misunderstanding – Explain Customer’s Situation

Dear _________________:


We received your letter in which you expressed your concern over _________________.


Please let me explain how this situation came about. Generally, the system _________________.


It seems that in your case, this happened instead. _________________.


I hope this letter helps to clarify the situation and that you understand why _________________. Please feel free to call me if you would like to discuss this situation further.





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