Firstly, I googled a sample letter from an official complaint webpage, which gave me a kick for my own writing.
xxxx, 2011
{Content Edited: Personal Identifying Information}
xxxx
My name is xxx {Personal information removed for privacy} and I am writing to express my dissatisfaction with T's processes for establishing new residential high-speed internet service at my home. I have outlined below my experiences with T in April 2011.
After adding a DSL modem/router was unsuccessful, I requested a technician to come to install it, otherwise I'll cancel this service, then a lady at the billing
phone to a technic department, then I gave him my consent and credit card information, he said the fee is $149 ($30 up in a minute), but latter, the charge become $179 in my account.(another $30 up!)
Figured out that $179 will cover my next few month's fees, I did not check the bill then later I found out the credit was denied, instead a $80 credit was issued, $179 is no record in their file! I received bills that was a mess! When I called to ensure that the bills were
cleared, I was told, ¨We did not charge you $179, you should call that company...."
The customer service representative did not admit that they charged me that sum while the "AT&T connection " was clearly on my statement.
Since that time, I have repeatedly spoken with T representatives that made every attempt to be helpful, but were unable to clarify the $179 fees, determine the status of the investigation, provide any details regarding its progress, or make a well-educated estimate of when it might reach its conclusion. During each of these calls, I expressed my dissatisfaction with
T’s
systems and processes for establishing new service and asked that my complaint be noted in the appropriate record.
I was unsatisfied with this issue, I finally terminated this service with $20 fee. I am disappointed in some of your representatives trustworthiness and processes for clarifying.
Thank you for taking time to read my experiences with T. I hope you understand my frustration, which has caused me to lose faith in
T’s
ability to effectively resolve customer service issues. Would you, or another T representative, please respond to my letter and outline ways that T will redeem these errors. I have provided contact information below and look forward to your response.
Sincerely,
xxxx {Personal information removed for privacy
