Read the following message.
Dear Mr. Jacob,
Thank you for getting in touch with us. I apologize that you are unhappy about the charges levied on your account.
Like any other business, we do make a charge for some of the extra services provided by us. When customers do not have enough money in their account to cover a payment, this always means extra work - and it has to happen very quickly. We have to agree to make the payment by setting up or increasing an overdraft, or tell customers we cannot agree. We feel it's fair to charge for this service.
These charges are also described in the agreement you signed when opening the account. That is the reason we give the latest guide to our new customers. You can also get up-to-date details about fees and borrowing rates at all our branches, through customer care or our website.
Just as importantly, we do everything we can to help our customers avoid charges altogether. I am sure you will know how easy it is to keep a running check on how much is in your account. You are even free to get the information about your account from our cash machines, bank application or by visiting the nearest branch. If you know a payment is going to take you over the limit we have agreed, you are welcome to see if we can raise it-and we can usually give you an answer straight away.
I hope you can see that we have made our charging system as fair as possible and why I do not agree to waive your charges. Please let me know if there is anything else I can do. If we cannot come to an agreed solution then I will help you refer your complaint to the Financial Review Department for advice from a reviewer who has not handled your complaint.
In case you are happy with the information provided by me then there is no need to reply to this email. However, if I do not hear from you by next weekend then I will close the complaint.
Please give me a call if it would help to talk through anything in my letter.
Yours sincerely,
Bank Manager
Using the drop-down menu (▾), choose the best option according to the information given in the message.
2.The account agreement also covers
3.The customer can check the balance in person at a
4.If the dispute continues, the complaint can go to the
5.With no reply by next weekend, the manager will
6.The main purpose of the letter is to
Here is a response to the message. Complete the response by filling in the blanks. Select the best choice for each blank from the drop-down menu (▾).
Thank you for explaining why the bank has declined to 7. I understand your position, but I would like a clearer breakdown of the fees charged to my account before deciding whether the matter is resolved.
You explained that the charges relate to 8. Please identify the relevant entries in the agreement so that I can compare them with my statement. I will also check my balance regularly and contact the bank if a payment might 9.
If we still cannot agree, please help me seek 10., as offered in your letter. I am replying now because you said the complaint would otherwise 11.
I would appreciate a written response setting out the next steps.
Yours sincerely,
Jacob
AI explanationShows the answer. Tap to open.
Correct Answer: an overdraft
Why this is correct: When funds cannot cover a payment, the bank may set up or increase an overdraft, or refuse the payment.
Passage Reference: agree to make the payment by setting up or increasing an overdraft
Tips: Name the arrangement created or increased when the balance is too low.
Why the other options are wrong:
- a payment refund: The bank is deciding whether to make the payment, not refunding money already paid.
- a fixed-term deposit: A fixed-term deposit is for savings, not covering a shortfall.
- a scheduled transfer: No scheduled transfer is offered as the fix for insufficient funds.
Correct Answer: charges on an overdraft
Passage Reference: These charges are also described in the agreement you signed when opening the account
Why this is correct: The signed account agreement describes these overdraft-related service charges.
Tips: Link the agreement to the fees already explained.
Why the other options are wrong:
- charges for replacing documents: Replacing documents is never mentioned as a fee in the letter.
- charges for checking the balance: Balance checks are presented as free ways to avoid fees.
- charges for complaint advice: Complaint referral is later help, not a listed opening charge.
Correct Answer: branch
Passage Reference: by visiting the nearest branch
Why this is correct: Customers may visit a branch to check how much is in the account.
Tips: Choose the physical place named for checking the account.
Why the other options are wrong:
- financial department office: No financial department office is named for balance checks.
- customer care office: Customer care is a contact channel, but the in-person place named is the branch.
- payments processing office: Payments processing is not given as a place to check a balance.
Correct Answer: Financial Review Department
Passage Reference: refer your complaint to the Financial Review Department
Why this is correct: If they cannot agree, the manager will help send the complaint to the Financial Review Department.
Tips: Look for the next step the manager offers if the dispute goes on. Copy the exact name he gives.
Why the other options are wrong:
- payments processing team: That team is not named for unresolved complaints.
- branch appointment desk: No appointment desk handles the complaint referral.
- account-opening team: Account opening is finished. The referral is for review advice.
Correct Answer: close the complaint
Passage Reference: if I do not hear from you by next weekend then I will close the complaint
Why this is correct: Silence by next weekend means the manager will close the complaint.
Tips: Read what happens when there is no reply by the deadline.
Why the other options are wrong:
- remove the disputed fees: Closing the complaint is not the same as removing fees.
- extend the response deadline: No extension is offered if Jacob stays silent.
- refer the complaint automatically: Referral happens if they cannot agree, not automatically after silence.
Correct Answer: explain why the charges will stay
Passage Reference: I hope you can see that we have made our charging system as fair as possible and why I do not agree to waive your charges.
Why this is correct: The manager answers Mr. Jacob's complaint. He explains why the bank charges for extra services, where the charges are described and how to avoid them. Then he says the charges will not be waived. So the main purpose of the letter is to explain why the charges will stay.
Tips: The manager writes about an apology, fees, Mr. Jacob's account and his complaint. Note what he says about each one, then test every option against your notes.
Why the other options are wrong:
- apologize and refund the disputed fees: The manager apologizes that Mr. Jacob is unhappy, but does not agree to waive or refund the charges.
- announce new fees for all customers: The charges are not new. They are already described in the agreement Mr. Jacob signed.
- close his account after the complaint: The manager may close the complaint if there is no reply, but the account itself is not closed.
Correct Answer: waive the charges
Passage Reference: why I do not agree to waive your charges
Why this is correct: Jacob thanks the manager for explaining the refusal to waive the charges.
Tips: Match the blank to the refusal stated in the letter.
Why the other options are wrong:
- close the account immediately: Closing the account is not the decision explained.
- increase the agreed limit automatically: A limit increase is optional help, not what was declined.
- refer the complaint without a response: The manager did respond and explained the refusal.
Correct Answer: payments exceeding the available balance
Passage Reference: When customers do not have enough money in their account to cover a payment
Why this is correct: The fees are for the extra work when a payment exceeds the available balance.
Tips: Name the situation that creates the fee.
Why the other options are wrong:
- complaints submitted after the response deadline: The deadline concerns closing the complaint file, not the original fees.
- visits to a branch to check the balance: Branch visits are free ways to avoid charges.
- requests for copies of the account agreement: The agreement explains the fees. Asking for it is not the service that costs money.
Correct Answer: exceed my agreed limit
Passage Reference: If you know a payment is going to take you over the limit we have agreed
Why this is correct: Jacob plans to contact the bank when a payment might take him over the agreed limit.
Tips: Use the warning case the manager already described.
Why the other options are wrong:
- require a new account agreement: No new agreement is needed for that contact.
- arrive after the complaint deadline: The deadline is for replying about the complaint, not for payments.
- reduce my balance without exceeding the limit: The risk named is going over the limit, not a harmless reduction.
Correct Answer: independent advice
Passage Reference: advice from a reviewer who has not handled your complaint
Why this is correct: The letter offers referral for advice from a reviewer who has not handled the complaint.
Tips: Find what the manager offers if the two sides cannot agree. Match that offer in other words.
Why the other options are wrong:
- an automatic refund: No automatic refund is offered.
- a new account without an application: No new account is offered.
- a guaranteed limit increase: A limit increase is possible on request, not guaranteed as complaint relief.
Correct Answer: be closed after next weekend
Passage Reference: if I do not hear from you by next weekend then I will close the complaint
Why this is correct: Jacob replies now because silence by next weekend would close the complaint.
Tips: Match the deadline consequence in the letter.
Why the other options are wrong:
- be referred automatically for advice: Referral is if they cannot agree, not the automatic result of silence.
- be resolved by refunding the fees: Fees are not being refunded.
- remain open without further contact: Silence leads to closure, not an open file with no contact.
The rest of this explanation is for members. Sign in free to read why the other options are wrong, key words and tips.
Sign in to read the full explanation