Formal complaint

Subject: Formal Complaint: Misconduct, Misinformation, and Refusal to Cancel Order – Order #[Edited: "Personal Information"]

Dear Customer Service Management,

I am writing to formally lodge a complaint regarding a deeply distressing experience with your chat support team on April 27, 2026. My interaction involved two representatives, Palakpreet and Danish, whose conduct was unprofessional and fell far below the standards I expect as a long-term customer.

Incident Details:

• Representative 1: Palakpreet (Started at 7:38 PM)
• Representative 2: Danish (Follow-up agent)
• Order Number: #[Edited: "Personal Information"]

Summary of Grievances:

1. Misleading Sales Tactics: Palakpreet provided false technical information regarding an Apple Watch promotion, claiming it would be fully compatible with my existing T-Mobile iPhone. When I challenged this, she used high-pressure tactics to force the sale.
2. Refusal to Process Cancellation: Despite my explicit and repeated requests to cancel the order, Palakpreet ignored my instructions, insisted I keep the item, and eventually stopped responding altogether. She left the chat active for over four hours without processing the cancellation, preventing me from reaching another agent.
3. Unprofessional Conduct & Misinformation: When I finally reached Danish to escalate the matter, the agent was condescending. Danish also provided further misinformation by claiming the watch would work via "Family Setup" with a different carrier—which is technically inaccurate. Furthermore, Danish’s comments regarding the first agent's employment status were inappropriate and unprofessional for a support environment.

Required Actions:

I request an immediate investigation into this matter, including a full review of the chat transcripts from the timeframe mentioned above. Specifically, I require:

• Written confirmation that order #[Edited: "Personal Information"] has been canceled in full and that no charges will be applied to my account.
• Verification that these representatives have been held accountable for providing false technical information and refusing a customer's request to cancel.
• Assurance that my account standing has not been affected by this incident.

I have been a loyal customer for many years, but this level of service is unacceptable. I look forward to your prompt response and a formal resolution to this issue.

Sincerely,

[Edited: "Personal Information"]