Required: Write a complaint and an adjustment letter for the scenarios given.

Scenario 1:

You pay your mobile phone bill each month by direct debit. It should be $35 but there has been a mistake and you have been charged $335. As a result, you have gone overdrawn by $300.

Write a complaint Letter and clearly mention what you want the outcome to be?

Scenario 2:

Assume that you are the recipient of the complaint letter that you wrote previously but the stance of the customer is not rightful because he has used the Phone for long distance calls frequently. Write a reply in which you refuse to grant the customer's requested adjustment. Explain your decision courteously and appropriately. Craft your letter so that it will restore goodwill and encourage a strong future relationship with the customer.

Note: You are free to give any compensation you deem appropriate because he unknowingly used the phone for long distance calls. Therefore, your letter can be a partial adjustment.

Pre-write:Answer who, what when, why, where, and how

Write:Draft the letter using the correct letter format and checklist

Re-write:Check for errors, flow, and tone