Letter to Apologize for Incorrect Billing

Anyone can make a mistake. Sometimes mistakes are made during billing or charging the clients. A bill is made twice, a wrong amount is charged or other such mishaps may occur. This happens either due to some issue with the calculation devices, computers, etc., or because of the negligence of the operator. In any case, nonetheless, it leaves an impression on the customer that the billing was intentionally made with wrong calculations. It is then the duty of the biller or the company to make sure the customer/client that what happened was only due to a mistake.

A convincing apology letter should be written since these kinds of incidents even if they take place accidentally, leave blots on your reputation. An apology letter to a client for wrong billing should always be written if a client complains about wrong billing or you observe it yourself.

Letter -1

Good day! I am writing on behalf of Capital Telecom Company. We wish to inform you that we erroneously overbilled you for the month of October for your telephone usage. After you pointed out the error to us, we investigated this matter at our end and found out the discrepancy.

According to our records, your bill amounted to USD 90 whereas due to a printing error, you were billed USD 190. We sincerely apologize for this mistake and take full responsibility for it. We will adjust the difference in your next month’s bill and hopefully, this will not be repeated.

You are our valuable customer and have been using our service for quite a long time. We appreciate your sincerity with our company. We understand that this error in billing has caused you inconvenience as you had to pay almost double the amount that you usually pay. Please accept our sincerest apologies.

We appreciate you reaching out to us and identifying the error and giving us an opportunity to resolve it. We do however request you to please give us a little margin of human error as most of the work is done manually by our employees. We are in the process of shifting to more automated procedures and office operations which will ensure seamless and error-free service to our valuable customers. Thank you for your cooperation and we hope that this will not affect our business relation.

Regards.

Emre John
Manager Capital Telecom.

2.

Dear Mr. Alex Nicholson,

Good day to you. This letter is a response to your query to our department about an error in your electricity bill, invoice number [X], for the month of November. We had it checked on our end and indeed there has been a mistake and you have erroneously been over-charged by USD 50. We sincerely apologize for this error and want to inform you that this was purely a meter reading mistake.

Our employee misread the meter which led to us overcharging you and therefore your bill was much more than it usually is.  We can either refund you the extra amount or adjust the difference in your next month’s bill. Please let us know which one you will prefer.

We are grateful that you informed us about this error and gave us an opportunity to rectify it. You have been patient throughout the process and for that, we thank you sincerely.

We wish to let you know that some of the procedures such as meter reading are done by our employees manually therefore, there is a chance of human error. However, we always strive to keep these errors to the minimum and appreciate any feedback our respectable customers have regarding our service.

Please fill out the survey form attached with this letter and let us know if you are satisfied with how your issue was resolved. In addition, you may give us any suggestions you want. Thank you for being a valued customer.

Regards,
IESCO electricity provider.

Letter -3

Dear [Recipient’s Name],

We received your letter complaining that you have been billed incorrectly by us. This has never happened before so it was hard to believe that such an error occurred. At your request, we looked into the billing information and also made use of the documents that you sent us. We are very sorry to say that we figured out it was a mistake done from our side. It was due to [enter reason]. Please accept our humble apologies. We have credited your account to refund you what was charged by mistake and assure you that you’ll not have to face this inconvenience again.  Thank you!