Write an email refusing a customer's request to waive a fee.

Imagine that you work for Bank of America's credit card division, and you're trying to resolve a complaint from a customer. Through an online form on the website, you receive a customer's message, requesting that the bank waive $75 of overdraft fees accrued over the past three months.

Your policy doesn't require you to waive these fees, although you have for some customers. However, you deny this customer's request for two primary reasons:

• The customer had similar overdraft fees in the previous quarter, so the customer is aware of these fees.

• The customer's account is overdue; a bill has not been paid in two months. Write an email to communicate your decision to the customer.