Billing for the service which we have never used

Dear Mr Godwill, 

I am so sorry to hear about your experience, 

One thing is for sure when is comes to our customers, we do value them the most and while I understand your experience may contradict this, please trust me when I say this kind of comments really disappoints us, 

However with negative feedback comes the ability to use this as a learning opportunity of how we can improve ourselves, 

I can assure you we will be conducting an indept investigation to your claims raised and will ensure this is met with an appropriate resolve, 

Someone from my team will be contacting you to ensure we are able to resolve this matter, 

I hope this is not the end, as I can put my reputation on the line to say this is the service we live by and hold our team accountable to is not the service you have received  we recognize things might not always go the way we want it to, and there will be times we may experience failure than success however I want to end this comment saying that whatever it maybe , your feedback today is absolutely valued and we will be taking the corrective action to ensure this kind of experience is avoided, 

Thank you so much your time and efforts to reach out to us, 

Thank you