Subject: Formal Complaint and Request for Contract Termination

Dear Sir/Madam,

I trust this message finds you well. My name is Ruslan M., and I am writing to formally lodge a complaint regarding the declining quality of services provided by Fast Telecom, with which I have been a loyal customer for over five years. Unfortunately, the level of service has significantly worsened over the past three months, despite your company’s recent price increase.

In June 2024, you implemented a new pricing policy, raising the monthly fee by 80%. This price hike was justified by claims of improved customer support and the integration of new equipment into your system. However, the reality has been the opposite. Since June, I have encountered constant and severe issues with my internet connection. My internet speed consistently drops by approximately 15 Mbps every fifteen minutes, making it nearly impossible to use. Web pages take excessively long to load, and multimedia content such as videos is completely inaccessible. Additionally, there are frequent, unannounced outages, during which I lose connection entirely, further disrupting my daily work and personal use of the internet.

I have contacted Fast Telecom’s customer support on several occasions to report these issues, only to be met with vague promises of future improvements. On one occasion, I was assured that a technician would address the problem, yet no follow-up or action was taken. On another call, I was told that the issue was temporary and would be resolved “soon.” These assurances have proven empty, as the issues persist, and the service remains unreliable.

Moreover, I have noticed that the upload speed has also deteriorated, significantly impacting my ability to send files and attend virtual meetings, which is essential for my work. This degradation in service quality is completely unacceptable, particularly in light of the steep price increase.

In light of these ongoing disruptions, I am left with no choice but to request the termination of my contract with Fast Telecom, effective from September 10, 2024. Furthermore, I am seeking a refund of €120 for the inadequate services received over the past three months. Should this matter not be resolved in a satisfactory manner, I will be forced to escalate the issue and pursue legal recourse.

I trust that you will treat this matter with the urgency it deserves and provide a prompt resolution.

Yours faithfully,

Ruslan M.