Business to business letter of complaint billing error

Billing errors happen, but you don't have to pay for them. A letter of complaint can be far more effective than a verbal complaint, because the letter goes into the system.

There are a few basics to complaints about billing:

Get your own facts straight
Provide a comparative reference for the reader
Give a correct amount payable, so it can be checked

This is perhaps the archetypal business letter.

You have to make sure your own figures are accurate, and that you can support your claim properly.

To support your claim:

Use the billing party's own figure and quoted business terms. (Attach a copy for their information. It does make a point.)
Give a good working set of figures and sub totals.

In this case, we're talking about an actual complaint regarding the bill, not simply disputing the bill.

Your complaint should be professional, but clearly phrased and objective.

You may wish to complain about the failure to provide proper itemization, or whatever, but stick to the main points about the basis of the complaint and the amount payable.

In this example, a retailer has a complaint about receiving an incorrect bill, but it's not the first time this has happened. The complaint is that the wholesaler isn't getting his act together. Despite the nuisance factor, the retailer has decided to make himself clear.

Example:

Business letterhead

Addressee

Your reference
Our reference
Contacts

Dear

Re: Billing error, October Invoice No. 235549

Please be advised that the above invoice contains serious discrepancies, as follows:

These figures for our order are derived from your October 2010 catalog:

QTY.	PRODUCT	CATALOG PRICE($)
200	ABC face washers	100
200	ABC bath towels	1000
500	ABC soap racks	1000
1000	GoodEWipe paper towels rolls	1000
500	ABC Napkins (pkts)	1000
1000	Wizz scourers (pkts)	1000
Total		$5100

Our bill was calculated as follows:

QTY.	PRODUCT	CATALOG PRICE ($)
200	ABC face washers	200
200	ABC bath towels	2000
500	ABC soap racks	1000
1000	GoodEWipe paper towels rolls	2000
500	ABC Napkins (pkts)	1500
1000	Wizz scourers (pkts)	1500
Total		$8200

Please be advised this discrepancy between advertised prices and actual charges is quite unacceptable.

Accordingly:

This bill will not be paid until a full itemized list of correct charges is provided.

An explanation of the discrepancies, in writing, signed by the senior manager is required for authorization of payment.

Your immediate attention to these matters is requested.

Please also note our previous letters in regard to billing errors, dated 31 March and 17 June 2010. We are currently reviewing our future purchasing options.

Yours sincerely

Sign
Title
Date

Disclaimer

Please note:

This text is intended for advisory and guideline purposes only.

Any business letter can become a legal document, so check your content properly before issuing.

Any executable or statutorily defined document should be checked for compliance with legal requirements, and you should seek legal advice regarding its contents.