Letter #1 Complaint Letter
Jieun Kim
1500 Pendrell st,
Vancouver, BC V6G 3A5
Canada
July 7th, 2021
Rogers Customer Service
XXXX Address Street
Vancouver, BC
Canada
Attention: Customer Service Department
Subject: Request a refund of overcharged phone bill
Dear Customer Service Department,
I am writing this letter because my bills have been overcharged since last March. In March, I requested a temporary suspension for my cellphone account since I extended my stay in another country until August of this year. I was told that the suspension fee is around $30/month; however, I was charged as usual for March and about $50/month for the other months. I did not expect to be billed for this amount. There must have been an error in my account. I want to keep my rogers account. Thus a full refund of the amount overcharged to my account credit would be appreciated.
The below is my account information.
Name: Jieun Kim
Number #: (123) 456 789
Account #: ABCDEFG
Please let me know if you need any further information to resolve the issue.
Thank you.
Regards,
Jieun Kim
Letter #2 Bad News Adjustment Letter
July 10, 2021
Jieun Kim
1500 Pendrell st,
Vancouver, BC V6G 3A5
Canada
Dear Jieun,
I am John Doe from Rogers Customer Service Group. Thank you for contacting us. Customer satisfaction is critical at Rogers. We are constantly working to improve Rogers to provide our customers the best experience possible.
I would like to assist with your inquiry about your phone bills from March to June 2021. The suspension starts on the first day of your bill cycle data, which in your case, is on the first day of each month. Since your request for suspension was received on the 14th of March, the suspension plan began on April 1st. Therefore, the bill for March included your previous monthly plan ($80) + Premium Device Protection ($15) + tax. For the other months, the statements included the monthly suspension fee ($30) + Premium Device Protection ($15) + tax.
Unfortunately, the bills from March to June cannot be fully or partially refunded.
We offer a temporary suspension plan to customers who wish to keep their plan and service the same. In your case, we can provide you with long-term suspension solutions; however, a price plan change is required. We can put you on a minimal plan so that you will have the ability to keep the phone number, but you cannot restore your current plan because that was a limited promotion plan.
The minimal monthly plan is $13/month + tax.
Therefore, you will be paying $13 + $15 (Premium Device Protection) + tax.
If you would like us to process your plan change, please reply to this email or contact our customer service.
I hope this helps!
Thank you.
Sincerely,
John Doe, Rogers Customer Service Group