DECLINE CREDIT/ADJUSTMENT SPIEL

Please trust that I completely understand your predicament and I know that this is not a small amount. I would like to ask for your utmost understanding that credits and adjustments are provided when it is determined that T-Mobile has charged you in error. Given this situation that we are in, it has been determined that the charge was billed correctly; therefore, we respectfully decline to issue a credit for this charge.

I’m so sorry, credits and adjustments are provided when it is determined that your account was charged in error. Having looked over the information regarding this matter, it has been determined that your account was not charged for something; therefore, we respectfully decline to issue a credit for your account.

My apologies, xx. I know you're upset and that's totally understandable. I would feel the same way. However, as much as I would like to post the credit for you right now, I will also need a black and white reference for that. I will be risking my job as well if I make unauthorized adjustments. If only I could turn things around for us right now I would definitely do it. However, it is already beyond my reach. I am kind of ashamed right now that I cannot do this for you. Please accept my heartfelt apology for this.