Sample Complaints Complaint against Bulldog Internet services (a business that fortunately doesn't exist anymore) for refusing to disconnect services
13/02/2006
Dear Rio Patrick,
I am writing again to complain about bulldog services.
Having had a very frustrating experience with bulldog phone and internet services, and appalled by bulldog customer services, I asked in December 2005 for all Bulldog services to be disconnected from my home immediately. A log of some of the dozens of calls that I had to make to Bulldog customer services, to complain about faults on the services provided, is attached to this email .
I received an email from Bulldog on the 6th December 2005, which explained that the services were going to be cancelled soon. However, as I have explained in various emails that I sent to Bulldog during the past week, the services mentioned haven’t yet been disconnected. Why the service hasn’t been disconnected at that time?
I also would like to make the following points:
- If you have cancelled your services on the 31st of January, as it is stated in your recent communications, I want you to confirm to me that I am no longer a customer of Bulldog .
- Although I am very dissatisfied with the services I received, I am committed to pay for them. Hence, I am waiting to receive a bill for these services. I am surprised by the fact that no bills have ever been sent to me.
- Your services are not welcome. I have been waiting for over 2 months for the disconnection of your services, which are still available. I am unable to switch to another company until your services are disconnected. I want to switch to another company as soon as possible and I don’t want to be forced to use your services. If that is another of your faults, I expect it to be fixed immediately, so that I am finally free to switch to another company.
I look forward to hearing from you soon,
Yours sincerely,
Ricardo Esplugas
___________________________________________
LOG OF CALLS:
13-10-05
3:30 pm
served by Natasha
I phone customer services to explain problems(I can’t receive calls and also there are constant disconnections from the broadband service) and I receive fault number : 49212
14-10-05
2:35 pm
served by Maia
I phone to complain that faults haven’t been fixed
16-10-05
11:00 am
served by Trevor
I phoned to explain that the problem is urgent and I am told that it will be fixed “tomorrow”
18-10-05
11:51 am
served by Steven
I phone to explain that the matter hasn’t been solved and it is urgent and I am given new fault number : 51315.
19-10-05
served by Michelle
Very upset about the situation and appalled with the quality of the customer services, I ask Michelle to call the manager. She explains that no manager is available because they are all in a meeting. Then, I ask for the duty manager and Michelle tells me that he is not available. Finally, I ask for the name of the duty manager, and Michelle tells me that she doesn’t know.
She also said that nothing can be done to solve my problem because I don’t have a contact phone number , as I am unable to receive phone calls on my present bulldog phone line.
29-10-05
4:16 pm I phone again to complain about the fault
Left on hold until 4:25pm
At 4:26 I am told to wait
No conclusion at the end
31-10-05
5:33
served by Jimmy:
- I phone to complain that voice mail not working properly: I explain that my voicemail is not working properly: people leave messages which I cannot retrieve
He tells me to activate voice mail by pressing star
5:43 end of call
5:44pm phone again to explain that this solution didn’t work
served by Pavis
I report that currently there are problems with voicemail
I am given new new fault number (58309) and I am told that engineers will contact me in 48 hours.
5:55pm end of call
1-11
I receive call about 6pm to tell fault has been fixed and tested
2-11-05
11:10
connection fault again: no dial tone
3-11-05
7:20 connection collapses and then no dial tone
7:53 pm
Served by Gemma
I log on to voice mail but messages are not recorded
I am given new fault number : 60350
I am told that I will be called within 24 h
7:59 pm end of call
5 11 05
9: 41am receive message saying that now voice mail works
12:00am I test it and it doesn’t work
8-11-05
7:05 pm
Served by Alan
explain vm is causing me troubles
I ask to stop service until it can be fixed
7:10pm I am cut off – Operator hanged on me
7:12pm —I phone again
Served by Wendy
explain voicemail is causing me troubles
ask to stop it until fixed
She tells me to do the following:
Dial #1571#
wait 30 min
activate
*1571#
and use this pin:
1234
if not work , call us back
End of call : 7:20 pm
19:24 I deactivate voice mail
22:00 activate and try new pin: not working gain
11-10-05
9:20am
no dial tone , so no broadband connection
- no dial tone
12 11 05
20:00 no dial tone/ no connection
17-11
22:00 internet not working: connected but not downloading web pages