Dear [Ms./Mrs./Mr. Last name],
I am writing to inform you of my decision to close my credit card account [#] with your bank with immediate effect.
As your customer service records will tell you, I was billed twice for a purchase that I made through a payment gateway in March 2009.
I contacted your bank as soon as I noticed the double billing and was told to get in touch with the payment gateway to resolve the issue.
A representative of the payment gateway was prompt in replying to my query and informing me that the issue could only be resolved by your bank. She also asked me to mention [#] as the Payment Gateway Transaction Number (PGTN) to help the bank expedite the refund.
I then e-mailed the PGTN to your bank and was told that the issue would be resolved within 72 hours.
However, the response I received about 12 hours later from your executive was that there was nothing the bank could do to refund the amount.
I asked to be put in touch with a more senior executive, who in turn asked me to wait another 72 hours to allow the bank to resolve the issue.
A few hours later, his response was no different from the one before it.
I have written to your ombudsman but am still to receive a reply. It's been more than 3 months now.
I feel insulted, angry and taken advantage of, and no longer wish to have any sort of relationship with your bank.
Please cancel my credit card account with immediate effect.
As your records will tell you, I owe nothing to your bank at the time of writing this letter and have not used the card since the double-billing incident.
Thank you for your time.