SAL0512
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Dear _________________:
We received your letter in which you expressed your concern over _________________.
Please let me explain how this situation came about. Generally, the system _________________.
It seems that in your case, this happened instead. _________________.
I hope this letter helps to clarify the situation and that you understand why _________________. Please feel free to call me if you would like to discuss this situation further.
Sincerely,
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