Dear AGL Customer Service,
I am writing to formally lodge a complaint regarding the significant issues I have recently experienced with your internet service. I have been a loyal customer for the past two years since moving to my current property and have never encountered any problems until now.
On 14/08/2024, I requested via your online chat service to disconnect my internet on 13/09/2024, making 12/09/2024 the last day of service. This request was made because I am moving houses, and the new property already has internet service. However, a serious error was made on your end, leading to my internet being disconnected on Friday, 16/08/2024, almost a month earlier than requested.
This premature disconnection has left me and my flatmates without internet for the entire weekend, a major inconvenience as we all work from home and rely heavily on a stable internet connection. Despite spending over three hours on the phone with your customer service, during which I was treated disrespectfully by your staff, I was told a new service would be set up and connected within 72 hours. However, 72 hours have passed, and the service has still not been connected.
Upon contacting your team again this morning, I was informed that NBN attempted to connect the service but found another provider in the unit. This is incorrect, as AGL has been our sole internet provider since we moved in. I was then told a new order would be placed, requiring another 48 hours to establish the connection. Given the numerous delays and excuses since last Friday, I have no confidence that this issue will be resolved promptly.
The lack of internet service has caused significant disruptions to our work and daily lives, and I am requesting the following:
- Immediate reconnection of the internet service as initially promised.
- A discount on our bill to compensate for the inconvenience and disruption caused.
- Confirmation that the service will be disconnected on 13/09/2024, with 12/09/2024 being the last day of service, as originally requested.
I expect a swift resolution to this matter and look forward to your prompt response.
