Customer Service Vancouver Complaint

Formal Complaint Letter (Service Not Delivered)

Account Number: (removed account number)
Address: Gastown Area, Vancouver, BC

Date: Dec,13/2025

To Whom It May Concern,

I am writing to formally lodge a complaint regarding the Home Internet Bundle I signed up for, which was scheduled to be installed on December 11 between 9:00 a.m. and 12:00 p.m. Despite this confirmed appointment, no technician arrived, and I have received no communication regarding rescheduling or delays.

I did receive promotional emails about upgrading to Pure Fiber and receiving two months free, as well as the PS5 holiday package deal, but none of these services have been delivered. I have waited two days without any reply to my emails or call‑backs, which is unacceptable for a service I am already expected to pay for.

This lack of service and communication is extremely disappointing. For the price being charged — even at $70 per month — the absence of installation, follow‑up, or accountability feels like a breach of trust and a failure to meet basic customer service standards.

I request the following actions immediately:

• Confirmation of a new installation date and time.
• Written acknowledgment of the missed appointment.
• Assurance that promotional offers (Pure Fiber upgrade, two months free, PS5 holiday deal) will be honored.
• Compensation or credit for the delay and inconvenience caused.

If I do not receive a satisfactory response within five business days, I will escalate this complaint to the Commission for Complaints for Telecom‑television Services (CCTS), the independent body that handles unresolved telecom complaints in Canada.

Yours sincerely,
Jonathan Craig
(removed email address)