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If Julian's story is legit, the 2nd part of it about the way he was treated, I believe the business to learn a lesson from this. The business has to take responsibility for the sales reps actions and management needs feedback of the way customers are being treated as is a bad representation of...

Maggie is saying the supplier needs to write the apology, not the victim.

Sounds like the rep has a really bad attitude. See if the manager has a better attitude. I'd request the balance amount to be emailed as a formal invoice and pay via bank deposit, wouldn't be giving them credit card number over the phone.

If this is the case, that you were accused of deception or theft, when you were not aware of the salespersons mistake, then I agree you should demand an apology before paying the money owed. Request the manager to call you to explain the situation, as nobody should be accused without full facts...