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Business Writing

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400 California Street
San Francisco, CA 94104
415) 765-3434

February 10, 2014

Mrs. Margaret Clemmons
762 Buns Parkway
Venice, CA 90028

Dear Mrs. Clemmons,

Union Bank of California has received you claim letter and we want to start off by saying how much we appreciate you and your husband’s business for the past ten years and truly value you as a customer. We are grateful for the opportunity to assist you and your financial needs and sincerely understand the frustration you are experiencing with the recent charges to your account. We have taken it upon ourselves to investigate this situation in order to resolve the issue.

After receiving your refund request for the multiple transactions that occurred at Wilson’s Gourmet on January 27, 2014, we conducted a full investigation to figure out exactly what went wrong. The ATM Error Resolution Department contacted Wilson’s Gourmet and confirmed that their technology is completely up-to-date and has yet to experience issues with the equipment.

After looking into the situation more, we found out that the transactions were made in the same day from either the same or a different Wilson Gourmet store. Since you and your husband have joint accounts, it is possible that there was more than one purchase made that day from either accounts. However, without receipts submitted, our department has come to the conclusion that this was a minor misunderstanding. Unfortunately, I am going to have to respectfully deny your claim and your request for refund of money. Please understand that we have reached this decision after conducting a full analysis. If you have any other questions or concerns, please feel free to contact me using the phone number or email listed above. Thank you for your time and we look forward to continue doing business with you for many years to come.

Sincerely,

ATM Error Resolution Department Operations Manager

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