Connection of complaint

Dear Frog Customer Support,

I am writing to formally lodge a complaint regarding my prepaid WiFi service.

On 9 [Month, Year], I purchased and loaded a prepaid WiFi voucher. However, despite the voucher being successfully loaded, I had no internet connection for almost the entire month. My service was only restored on approximately the 28th/29th of the month, meaning I was unable to use the service for nearly 20 days of the period that I had paid for.

At the time of the issue, I submitted an enquiry to report the problem but did not receive a satisfactory resolution. I can attached screenshots showing:

Proof of voucher purchase and loading. Evidence that your system experienced issues. Proof of the enquiry I submitted regarding the lack of service.

I paid for a full month of internet access but was unable to use the service due to circumstances beyond my control. I therefore request that Frog investigate this matter and provide appropriate compensation, either in the form of a refund or a replacement voucher for the period during which the service was unavailable.

I would appreciate a written response within a reasonable timeframe outlining how this matter will be resolved.

Thank you for your attention to this issue. I look forward to your prompt response.