Questions below refer to the following letter and its response.
New World Supermarkets
5th Floor Federation Tower
Melbourne
September 8, 2006
Dear Sir or Madam,
I received the bill for my August account on September 5, 2006, and was very surprised to find that I had been charged for a box of diapers I didn't buy. I am an old-age pensioner, and my children are all grown up. It's very unlikely that I will be needing diapers any time soon.
I have to say that I am surprised. I have shopped at New World Supermarkets for 30 years, and I've generally been very satisfied with your standards of service.
Could you please check your accounts and sort out the problem? I have a fixed income, so a bill for $50 for something I never bought is making me very worried. Please let me know as soon as possible.
Yours faithfully,
Ms. Suzanne Jones
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Ms. Suzanne Jones
87 Bluff Rd.
Melbourne
Re: New World Account no. 33782A for August
Dear Ms. Jones:
Please accept our apologies. You were indeed correct that an error was made in your August account dated and sent out on September 3, 2006. We have ascertained that this error occurred in several accounts, in which extra charges were added, due to a glitch in the computer program.
Rest assured that we have rectified the error in your account and modified our automated accounts system to ensure that no mistakes will be made in the future.
An updated account will be sent with your next statement. However, please do not hesitate to contact me if you prefer a replacement statement immediately or if you have any other query.
Yours faithfully,
Julie Lodon
Accounts Department