Margaret Caldwell 2789 Aviara Parkway

Margaret Caldwell

2789 Aviara Parkway

re: claim #7899

Dear Ms. Caldwell

Recently, it came to the attention of Union Bank of California that you were concerned about a series of charges made at Wilson's Grocery store, all with the same transaction reference number, 1440022-228398371. Pursuant to your written inquiry about the validity of those charges, the ATM Error Resolution Department at Union Bank investigated the three different debits, all made for different amounts ($23.02, $110.95, and $47.50) on the same day.

Wilson's Grocery has since informed Union Bank that you need not be concerned about the charges, given that transaction numbers change daily, not hourly, so multiple purchases made on the same day often carry the same number. The debits were not for the same amount and made at different times of the day, and thus were not the result of multiple swipes and cashier or machine error. It is not unusual for customers to come to the store for several shopping orders during the same day, so based upon the pattern of activity, Wilson has confirmed that the charges as legitimate.

Union's ATM Error Resolution Department, based upon its investigation, has concurred with Wilson, and thus your claim for a restitution of your funds to your account has been denied. The good news is that it seems as if your card has not been used for illegitimate purposes, and no security breach regarding your account has occurred. We at Union do all that we can to insure that customer identification and account numbers are protected, and will continue to do so in the future, just as we will thoroughly investigate all future questionable charges that trouble you on your account statements.

Please review your purchase records and receipts to see if they validate our findings and do not hesitate to contact Union, should you have any further questions.

Yours truly,

ATM Error Resolution Department, Union Bank

Audience analysis

• Identify your primary audience: Margaret Caldwell is a proud, older woman possessed of considerable wealth. The audience of this letter Ms. Caldwell, her husband, adult children, and other relatives with whom she shares her business affairs.

• Determine audience size and geographic distribution: The letter is likely to be read by small group of individuals who are close associates of Ms. Caldwell -- friends, family, and possibly an attorney.

• Determine audience composition: Wealthy individuals with a sense of entitlement who are unaccustomed to being told that they are in error, particularly in financial matters.