Lesikar's Business Communication: Connecting in a Digital World 13th Edition by Kathryn Rentz,Paula Lentz

Exercise 66

You work in member services for a local credit union. Today you received a phone call from Sue Wong, a very upset credit union member. Every month, her paycheck is deposited in her savings account, with $1,000 automatically transferred to her checking account so that she can pay her bills. The automatic transfer has been occurring for three years and has never failed before. Last month, however, the funds were not transferred. Not realizing the funds had not transferred, Ms. Wong wrote several checks against the checking account.
The account, of course, had insufficient funds to cover the checks, and Ms. Wong incurred service charges of $250.
Although Ms. Wong should have checked her account balance before writing the checks, the error is clearly the credit union's fault. When you spoke with Ms. Wong on the phone, you told her you would transfer the funds and reverse the service charges.
Credit union policy requires that you follow up these types of phone calls with a letter verifying that you have resolved the issue and explaining to the member what you did. Write the letter to Ms. Wong. You might remind her that if she would use the automatic payment option offered by the power company, most credit card companies, and many other services, she wouldn't have to worry about what is in her checking account or about even having to transfer money to her account each month.