How to write an effective complaint
Tell the story in five parts
Display five numbered steps:
What you were told
State the advertised price, promised speed, promotion, cancellation terms, or other representation.What actually happened
Describe the charge, outage, service failure, equipment problem, or other issue.When it happened
Include important dates and the length or frequency of the problem.What you did to resolve it
List calls, chats, visits, ticket numbers, and Optimum’s response.What would resolve the problem
Request a specific result, such as a refund, corrected bill, cancellation without a penalty, removal of a charge, equipment-return confirmation, or delivery of the promised service.
Add a highlighted instruction:
Be specific, calm, and factual. Do not exaggerate or guess. If you do not remember an exact date or quotation, say that it is approximate.