Letter to Apologize for Incorrect Billing

Anyone can make a mistake. Sometimes mistakes are made during billing or charging the clients. A bill is created twice, a wrong amount is charged, or other such mishaps may occur. This occurs either due to an issue with the calculation devices, computers, etc., or due to 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 ensure that the customer/client knows that what happened was due to a mistake.

A convincing apology letter should be written, as these kinds of incidents, even if they occur accidentally, leave a lasting impression on your reputation. An apology letter to a client for incorrect billing should always be written if a client complains about it 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 October for your telephone usage. After you pointed out the error to us, we investigated this matter on our end and found out the discrepancy.

According to our records, your bill was initially listed as USD 90; however, 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 a valued customer and have been using our service for a considerable time. We appreciate your sincerity with our company. We understand that this billing error has caused you inconvenience, as you had to pay almost double the amount you usually pay. Please accept our sincerest apologies.

We appreciate you reaching out to us, identifying the error, and allowing us to resolve it. We do, however, request that you please allow for a margin of human error, as most of the work is done manually by our employees. We are transitioning to more automated procedures and office operations, which will ensure seamless and error-free service to our valued customers. I appreciate your cooperation, and we hope that this will not affect our business relationship.

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 November. We have checked on our end, and indeed, there has been a mistake, and you have been overcharged by USD 50 erroneously. We sincerely apologize for this error and would like to inform you that it was purely a meter reading mistake.

Our employee misread the meter, which led to us overcharging you; therefore, your bill was significantly higher than usual.  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 appreciate that you brought this error to our attention and provided us with the opportunity to rectify it. You have been patient throughout the process, and for that, we thank you sincerely.

We would like to inform you that certain procedures, such as meter reading, are performed manually by our employees; therefore, there is a risk of human error. However, we always strive to minimize these errors and appreciate any feedback our valued customers have regarding our service.

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

Regards,
IESCO electricity provider.

Letter -3

Dear [Recipient’s Name],

We received your letter, in which you complained 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 reviewed the billing information and utilized the documents you provided. We are very sorry to say that we figured out it was a mistake made by us. It was due to [enter reason]. Please accept our humble apologies. We have credited your account to refund you for the charge that was made in error and assure you that you’ll not face this inconvenience again.  Thank you!