Please allow me to provide my view from customer's standpoint. The issues that frustrated this customer are what he has set out clearly in his letter. They are the disclose of his information to third parties and the inconvenience service to his request to transfer fund.
Even though this is a delinquent account, and we have our right to set off his deposit. It is however a next step beyond the issues he raised to us. And we need to inform him in writing anyway.
CASQ would suggest we stick to the below draft reply which clearly addresses his concerns based on the bank's policy and procedures. This is to ensure our customer that regardless of his account status, he is able to TRUST us with our prudent and excellent service