Making an unhappy customer Happy

I had a double deductions going of my account for my life insurance policy, due to a systems error on Discovery side. It was of an isolation nature due to an lower premium being deducted in previous month. <br> <br> I complained in the last month and each consultant did not understand why I had a problem, because the system said I should have been double deducted. <br> <br> MR Parbhoo explained to me why a double deduction went off and acknowledge that it was actually a mistake and apologised for any conveniences caused.<br> <br> He proceeded take escalate my complaint to his superiors and an apology letter was issued to me and also an amount was credited to my policy. <br> <br> <br> I wish to say thank you to him for understanding my point of view and for delivering true customer service.<br> <br> Thank you