Complain About a Billing Error • Letter Templates and Guides

How to write this letter:

1State all the relevant facts concerning the case in question.
2Include copies of any receipts, invoices, notices, or cancelled checks that will validate your claim. Keep the original copies for future reference.
3Include a specific request regarding how you feel the situation should be resolved.
4Close the letter on a positive note, expressing confidence that the reader will handle the matter well.


Keep in mind that most errors are unintentional, and that most businesses want to address and clear up their customers' complaints quickly. Avoid aggressive, accusing language. If two or three letters sent to lower level managers do not resolve the problem, send one to the president or CEO of the company. In each case, be firm but polite.

Example Letter #1


On January 23 I had my 2018 Oldsmobile serviced in your Springfield Lubrication Center, and charged it to my Doe credit card. I have just received my credit card statement and notice that the charge appears twice on the same date. I remember the technician having problems with the computer, so I assume the double-billing was the result of some mistake at that time.

I am enclosing a copy of my bill. I believe the best way to correct the problem would be for you to credit my card account with the amount charged for the service. If you will handle this problem immediately, I think everything will be okay. Thank you.

Example Letter #2


When I attended your clearance sale last month, I opened a credit account in order to receive the free gift. Earlier in the day I had made a cash purchase for $39.99. Somehow that purchase showed up as a charge on my credit card bill this month. I am not sure how such a mistake can happen, but I trust you will correct the error immediately by crediting my account with the $39.99.

Enclosed is a copy of the receipt showing that I made a cash purchase of the item that appears on the bill. Thank you for your prompt attention to this matter--and thanks for the toaster.

Example Letter #3


Your brochure advertised a "Romantic Weekend for two for only $355." When my credit card statement arrived, I discovered that the "Romantic Weekend" cost more than $2,000. I am sure there must be a mistake. The bill was posted to my account on May 5, and the reference number was 5555-5555. I have enclosed copies of the statement and the brochure. I trust you will make the necessary adjustments. Thank you for taking care of this as soon as possible.

Write Your Letter Step-by-Step


State all the relevant facts concerning the case in question.

Example Sentences for Step 1

On December 8, 2018, my wife and I made a reservation at your hotel for the night of December 20. We secured the reservation with our credit card, but were unable to keep the reservation. We called two days in advance to explain our situation to Mr. Doe. He said he would cancel the reservation without a penalty since we had called early; however, when we got our credit card statement, the charge from your hotel was still listed. On Thursday, April 3, I ordered the following CDs from your company: Bach's Two and Three Part Inventions, Mozart's Requiem, and Glass's Glassworks. The following week I received only the Mozart disc, but was charged for the other two as well. As you can see, I have returned, unopened, the JVC VCR that was sent to my home on December 13, 2018. I did not order the machine and do not want to be charged for it. I have just received your company's catalog, which I ordered in February. I was told over the phone that the catalog would be sent to me free of charge, but inside the envelope I found a bill for $15.75. I am writing regarding the bill I received from your firm dated December 5, 2018. According to the bill, I owe your firm $750.00 for financial services rendered. I paid this charge one week after the services were rendered. This is the third bill your firm has sent me since then. Please make the appropriate adjustment. I have just received your October 14 invoice #123 for a boiler repair. According to the invoice, I owe your company $4,672.00. The problem is that I have no boiler and did not enlist your services. Please correct your records.

Example Phrases for Step 1


Include a specific request regarding how you feel the situation should be resolved.

Example Sentences for Step 3

Example Phrases for Step 3