Hello, I am writing in response to the latest message from your customer service department. I am taking the liberty of contacting you and I sincerely hope that this letter will be read by the management of your commercial and customer satisfaction services.
For several years now, you have been sending me reminders for payments regarding invoices and Méo subscriptions. I would like to make it clear that I find your approach unacceptable. In my view, this is not the right way to build customer loyalty nor to enhance your company’s image. I am also a business owner, and when a customer files a complaint with me, I listen carefully and try to provide the best possible solution.
I would therefore like to clarify the events as they occurred. I did indeed move from my previous address in Breijinho D’Agua. In my new home, I requested that my subscription be transferred to my new address. Your Méo technician came on 28/11/2020 to carry out the connection following my request for the subscription transfer. The technician clearly informed me that it was not possible to connect me or transfer my subscription to my new address because, even with a satellite dish, I would not have access to Méo’s internet service.
What was I supposed to do in that situation? I absolutely need internet for my work. After your technician came on 28/11/2020, I contacted another internet service provider, who came a few weeks later and connected me without any difficulty. As far as I was concerned, everything was clear and in order. I had contacted Méo’s services to transfer my subscription to my new address.
I explained everything in two complaint forms: one at the store in Grândola and another at the store in Alfragide. You should verify this information. The first complaint file is number 29769606 and the second complaint file is number 29769605. I described everything in detail and explained exactly what happened. I even wrote down the phone number of the technician who came to my home on 28/11/2020: 926 982 938. He must have filled out a technical report of his visit and he certainly must have recorded in his report that he was not able to perform the installation at my new address.
You will therefore see that I am acting in good faith and that I had absolutely no interest in changing internet providers. I would have been happy to continue with your company. However, I was informed otherwise, which is why I had no choice but to contact another company.
I kindly ask you now to review all the documentation in the complaint forms I submitted, where I explained all these details. I would like you to take my request into consideration and quickly make a decision in view of my honesty and of all the information I have provided. It is not that I am unable to pay; I simply followed the correct procedure. You are perfectly aware that I no longer live at the previous address in Beijinho d’Agua because I requested a transfer of subscription to a new address.
I find this very unfair, and I do not believe this is the right way to treat your customers. Selling services is easy, but looking after customers once the contract is signed, or when there is a move or a dispute, cannot be limited to sending automatic messages without addressing the complaint forms that I carefully submitted.
I appeal to your professionalism, goodwill and good faith to finally resolve this matter as quickly as possible. I am not the first person to complain about your services; far from it. There are hundreds of dissatisfied messages about your company online. Doing business is one thing, but not at the cost of customer feedback of this nature.
Thank you for your understanding.
Regards
