Stealing from customers

Good Afternoon Thato,
I tried to call you on your mobile and have left a message for you to call when you are able.
Please accept my apologies for your frustrating experience around the charges we applied to one of your spotting chemicals.

I would like to reassure you that this was not an intentional inflation of the price on this chemical. 
12 bottles of the Yellow Ex Spotting chemical were airfreighted in at substantially higher cost that the conventional sea freight costs we are supposed to work on. In cases where this happens we are supposed to absorb these higher costs and not pass them on to the customer - for the simple reason that we are supposed to be carrying these in stock and should not require them to be airfreighted in.
Our costing clerk brought the 12 bottles into our accounting system at the higher airfreighted cost, and consequently when you were invoiced the system generated price reflected the cost of R 2409 erroneously.
Our sincere apologies not just for this error, but also for the poor responses you received from our company in dealing with the issue when you queried it. We will deal with that on our side to ensure there is not a repeat of this. I completely understand you complaining.
We will credit the difference between what you should have been charged and what you were charged (please send bank account details) or alternatively we will hold the difference in credit on your account - whichever you prefer.
Please accept our apologies once again.
Best regardsRory MacfarlaneJoint Managing Director