The final customer to be considered is Roy Hobbs.

Due to an administrative error, Roy was charged an account service fee even though the monthly balance of his Savings Account was above $1,000. Roy complained at his local branch and got the fee reversed, however, he is still upset that the error occurred. He would like a written apology and an assurance that the fee will not be charged again in the future.

Think about appropriate responses to Roy's request. Should the Bank take further action or advise Roy that nothing further can be done? On the following page you will be asked to indicate whether one of these actions should be taken.