Imagine that you work for a bank’s credit card division, and you’re trying to resolve a complaint from a customer. Through an online form on the website, you receive a customer’s message, requesting that the bank waive $75 of overdraft fees accrued over the past three months.

Your policy doesn’t require you to waive these fees, although you have for some customers. However, you deny this customer’s request because the customer had similar overdraft fees in the previous quarter, so the customer is aware of these fees. Write an email to communicate your decision to the customer.