Your service has not met the expected quality standards in my case, so many shortfalls…How appalling.

To whom it may concern.

Dear TFG Customer Service Team,

I am writing to express my greatest disappointment and dissatisfaction with the customer service I have received from TFG. Over the past several weeks, I have experienced an alarming level of service that has left me utterly shocked.

ID:*** Name: M. Somthewu Email: *** Card no: ***A9884

To begin, I have contacted your team four times and, each time, I was either dropped from the call after long waits or connected to agents who, frankly, seemed unprofessional. One particular instance included an agent speaking with their colleague about unrelated issues, using inappropriate language, while I was left waiting, repeatedly saying "hello, can you hear me?"

After about five minutes, I managed to reach an advisor who attempted to assist me to the best of her ability but was ultimately unable to resolve my issue.

She escalated my complaint to a complaint manager, who has failed to take any action over the past 25-30 days. This lack of follow-up and urgency is unacceptable. Therefore, I am intending to escalate this case to the NCC and the Ombudsman for further insight.

Additionally, I demand a phone call from the manager handling my complaint to clarify the following concerns:

1. Why has there been no communication for almost an entire month?

2. Why was I misled into believing that my issue was escalated to Bash and that I would be contacted?

3. I am requesting reimbur*****t for the credit I used to call your organization, as I spent hours attempting to resolve this matter.

4. I also expect compensation for the inconvenience and inadequate customer service experience I have endured.

I expect your complaints team to contact me as soon as possible, ideally within the next five working days. If I do not receive a satisfactory response, I will require a deadlock letter outlining your shortfalls and the final position on my complaint, which I intend to escalate further.

I work a 10 hour shift as a CEO Complaints manger for a UK telecoms company. I am therefore exclusively available anytime between 8:00 am to 09:45am and anytime after 20:00pm.

Moreover, I will be reaching out to your CEO, Anthony Thunstorm, to bring this matter to his attention.

I hope for a prompt resolution to my concerns.

Your greatly dissatisfied customer.

Michael

Senior (CEO) Complaints Manager TalkTalk.

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