Answer to Question #202669 in English for Komal

Question #202669

Assume that you are the bank manager and received the following claim from your client:

“I’m writing to inform you that I have received a bill on which my account has been debited with PKR 2000 on shopping from AFHAN SUPERSTORE dated May 12, 2020 at 3:00 pm. I’m surprised since I haven’t used my debit or credit card at any supermart. Please look into this matter and solve this issue in no time. I hope that the debited amount will be credited as soon as possible.”

Task: Write an email, of about 150 – 180 words, to refuse the claim politely. Assume all necessary details.  

Assessment Rubric:

Content/Ideas/Relevance: 06

Structure of the email (Format, Introduction, Body & Conclusion): 04

Language (Formal, Accuracy of grammar and sentence structure): 05

Expert's answer

Hello dear customer,

We are sorry for the inconveniences caused in your account. As a company, we understand that losing such an amount without our client’s consent is not a simple thing to be overlooked. We have checked at our end and found that your credit card was used to transact the amount stated. While this transaction may not be known to you based on your statement, we find it hard to credit your account since it is possible that someone from your end had access to your PIN. In this case, we request that you reevaluate the scenario and see whether there is someone you had shared the PIN with so that you can get a clear information about the case. It is possible that someone close or related to you made the transaction possible without your consent. In this regard, we can only advice that you conduct the investigation and find out or engage police to help in the investigation. In future, please do not share the PIN with anyone to avoid the reoccurrence of the case. 

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03.06.21, 13:18

Plz answer as soon as possible plz

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