Mr.

John Smith,

I’m writing to you on behalf of Sunspear Bank offering our sincere apologies upon the
inconvenience you encountered. We are sorry to hear that the bank has charged you with an
overdraft of 60 Euro without any situation that would have implied that. We have learned that
you had made known the situation to one of our clerks, and still the situation endures. It was a
human mistake out of a misplace of the written request you made.
On this matter, we take full responsibility for the situation and we would like to offer
you the refund of the sum and a shopping card with an amount of 100 Euro. Our customer
department will be in contact soon to discuss the details.

If you have any further questions, do not hesitate to contact our Customer Service
Support.

Yours Sincerely,
Amelia Gordon
Customer Service Manager
Sunspear Bank, London