As the cliche goes, "a customer who has a favorable experience with a company will tell one person, but a customer who has a bad experience will tell ten people."
So, as a way of critiquing this cliche, I'd like you to put yourself in the position of a reader--specifically, a reader who has sent a letter asking for a refund--and to consider your expectations from the company representatives replied.
What are those expectations? What is their range? For instance, our expectations are not limited to just the refund. So, what else is there? Also, what tone do you expect the company representative to use? How would you expect the letter you receive to be organized?