A.

Abudul Azeez
No.189/1 – M/4 Seacrest Apartment
Kotehena.

29.01.2024

The Manager
Customer Service Department
Dialog Telecom PLC
Colombo – 13

Subject: Unresolved Complaints and Inadequate Customer Service

I hope this letter finds you well. My name is A. Azeez, and I am the director of Al-Ruby Travels (Pvt)
Ltd. As a loyal customer of Dialog Telecom PLC and a member of the Dialog Loyal Club, I am writing to
express my dissatisfaction with the response and handling of complaints raised by me through my email
account (Alruby@sltnet.lk).

I have consistently faced issues with the services provided by Dialog Telecom, and despite my efforts to
address these concerns through official channels, I have been met with inadequate responses that have left
my complaints unresolved. Specifically, I am concerned about the apparent lack of clarity and
understanding exhibited by your customer service representatives regarding the issues I have raised.

In my previous communications, I detailed the problems I encountered and provided the necessary
information for a swift resolution. However, the responses I received were dismissive, indicating that the
ownership of the complaints is not in my name. This raises a significant concern regarding the
professionalism and competence of your staff in handling customer issues.

I question whether it is the policy of Dialog Telecom to disregard valid complaints based on technicalities
related to ownership. As a loyal customer who has been a part of the Dialog Loyal Club, I am disheartened
by the apparent indifference displayed by your customer service team.

I would appreciate a thorough investigation into the matter and a clear explanation as to why my complaints
are being dismissed on the grounds of ownership technicalities. Furthermore, I request that you address the
specific issues I have raised concerning the charges on my accounts:

0777350991 – 650.00 rupees

0114100424 – 1285.97 rupees
I expect a prompt and satisfactory resolution to these concerns, and I believe it is essential for Dialog
Telecom PLC to uphold the standards of customer service that loyal customers such as myself rightfully
expect.

I trust that you will treat this matter with the urgency and seriousness it deserves, ensuring that a thorough
investigation is conducted and the necessary steps are taken to rectify the issues outlined in this letter.

Thank you for your attention to this matter, and I look forward to receiving a swift and satisfactory
resolution.

Sincerely,