From: email@example.com [mailto:firstname.lastname@example.org]
Sent: 18 July 2011 09:16
Subject: DIRECTORY COMPLAINT – Customer No. ******* (Recollection of Next Directory)
Email Address : email@example.com
Customer No. : *******
You delivered a hardback directory to me a couple of months ago. Whilst it was kind of you to send it, I don’t recall ever asking for it. Nonetheless, I decided that the two big books would make excellent bookends on my shelves at home, so I kept hold of them.
However, I am surprised to discover a separate invoice to the tune of £3.75. I would be grateful if you could come and recollect the directory as I feel this amount is excessive for bookends, and of course for something I did not ask for in the first place.
Dear Mr Galanis
Thank you for your e-mail.
I am sorry that you have been charged for the Next Directory when you have not requested a copy. I have refunded the charge of the directory and this will show on your next statement. Please keep the directory with our compliments or pass it onto a friend or family member who may make use of it.
I can confirm that no further Next Directories will be sent, unless specifically requested. Should you wish to receive a copy of the Next Directory in the future, please contact our Customer Services Department on 0844 844 8000*. Lines are open from 7.30am to 11.00pm Monday to Saturday and 8.00am to 11.00pm Sunday.
Once again, I am sorry for the inconvenience caused.
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