an operations officer in the ATM Error Resolution Department at Union Bank of California. Your department often adjusts customer accounts for ATM debit errors. Mistakes are usually honest ones-such as a merchant swiping a customer's check debit card two or three times, thinking the first few swipes didn't "take," when they actually did.

Customers having problems on their statements are instructed to prepare a claim letter to your department that describes the situation and includes copies of receipts. Customers are notified of the outcome within 10 to 20 business days. Usually, you credit their account.

However, you've received a letter from Margaret Caldwell, who maintains several hefty joint accounts with her husband at your bank. Three debits to her checking account were processed on the same day and credited to the same market, Wilson's Gourmet. The debits carry the same transaction reference number, 1440022-22839837109, which is what caught Mrs. Caldwell's attention. But you know that number changes daily, not hourly, so multiple purchases made on the same day often carry the same number. Also, the debits are for different amounts ($23.02, $110.95, and $47.50), so these transactions were not a result of repeated card swipes. No receipts were enclosed.

Mrs. Caldwell prepares that the store was trying to steal from her, but you doubt that and decide to contact Wilson's Gourmet. Manager Ronson Tibbits tells you that he's had no problems with his equipment. He also mentions that food shoppers commonly return at different times during the day to make additional purchases, particularly for beverages or merchandise they forgot the first time.

You decide that these charges did not the result from a bank or merchant error. It doesn't matter whether Mrs. Caldwell is merely confused or trying to commit an intentional fraud. Bank rules are clear for this situation: You must politely deny her request.

Your task: prepare a letter to Margaret Caldwell, 2789 Aviara Parkway, Carlsbad, CA 92008, describeing your refusal of her claim #7899. Keep in mind that you don't want to lose this wealthy customer's business.