Re: Official Complaint

I've been trying to order BT unlimited broadband for several weeks.  Despite telling them in several phone calls and emails that they had the wrong address for the phone line they assured me that all would be well and a new hub would be sent to the correct address and the engineer would be directed to the correct property.  This turned out to be false as the new hub wasn't sent out and the engineer of course went to the wrong address.
I raised an official complaint, well actually I tried to raise it several times but was fobbed off until finally someone gave me a complaint number, a manager then rang that day to promise me she would 'train' her staff to not lie about having fixed the problem when they hadn't.  She than promised that she was on the case and that a specialist reorder team would ring me before 8 that evening.  This of course also turned out to be false.  (maybe she needed to train herself ?)
The next day I raised the complaint again and was told that the previous managers senior would ring me that day and that the specialist troubleshooting team would ring me before 8pm that night.  This of course also turned out to be false.
Finally received a text to say 'your case has been passed to the Dundee Trouble shooter team.  One of our advisors will contact you by 8pm' the next day.  This of course also turned out to be false.  (anyone spotting the pattern?)
I think I will cancel the order and try Plusnet, as surely they can't be as incompetent ?

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
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They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
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There are some useful help pages here, for BT Broadband customers only, on my personal website.
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Similar Messages

  • Official complaints - billing & customer service

    What is the email or web form to submit an official complaint about billing errors?
    I also have a customer service complaint about Darius G from Skype Text Chat - how can I contact his supervisor/manager to lodge the customer service complaint?
    regards

    Hi ukghostwriter,
    I can see DavidM replied to you via email on 05/02 asking you to reply to his email with your BT account details as these were needed to access your account and for security validation. If you can drop him a reply with those details we can look into this further.
    Thanks
    Neil
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • How do i make an official complaint about an app? They have stopped access to my account and are trying to extort money via paypal (skirting Apple) to allow me access again!! Who might i contact regarding this behavior? Does Apple have a code of ethics!

    Hello community!
    How do i make an official complaint about an app? They have stopped access to my account and are trying to extort money via paypal (skirting Apple) to allow me access again!! Who might i contact regarding this behavior? Does Apple have a code of ethics required for apps?
    Ive used this app for a couple years now, invested a significant amount of money developing my account over that time (close to a couple of grand id say). The Apps support wont discuss the situation, just demand the cash to reopen my account. There is no anual fee or anything.... Its extrordinary behavior to now be faced with this loss of investment.
    I dont wish to go into more detail in the public domain but your help in directing me to the apropriate contact/department would be greatly apreciated. I'm located in Australia.
    Best regards,
    Mike

    All I can suggest is to contact iTunes. You should not have been able to create a new account with the same email address
    Apple - Support - iTunes - Contact Us

  • App store Official complaint contacts

    I purchased an application through "App Store" for my Ipad 3.
    The description said that the application would do some things but it does not.
    I contacted the developer several times but he doesn't give an answer or fix the problem.
    This is fake, or false, advertisment and there should be someone held responsible for it.
    For the same reason I demand to get a reimburshment of the money I gave and also that
    the wrong/false information be removed from "App Store".
    I believe that many people have come across similar issues. Where is Apple's quality control??
    After some search I cannot find any official support email for the "App Store",
    which is responsible for malfunctioning applications
    I would appreciate if someone could shed some light.
    p.s.
    The name of the application is iProcessing Reference and it does not compile(run) the code
    as the description on the appstore states it does.

    Well..  I tried to make a complaint but apparently Apple doesn't care.
    This is what I wrote to Apple:
    The application claims that it is also a compiler, besides being a reference tool and that you can execute(compile) imported processing (pde) files in it. I have been using it for a month on my Ipad3, but it has never been capable of compiling neither imported processing code or compile the code that was written in the app itself.  The response of the developer was that it works on his Ipad2...  I would like a reimburshment for the money I have paid and also an information note to be put on App Store for other users, that this app is not compatible with Ipad3.
    The response was the following:
    We have taken note of the problem for our records, however we are not able to provide support for the features and functionality of applications. Please click the support link below to contact the developer for resolution.
    As I said the developer does not care to help. So who is going to help the consumers for App Store selling (& advertising) products that malfunction?

  • The Official Complaint P

    I have started this thread to ) make Creative realize that customer service is important, 2) to allow them to view the complaints of their products AND services, 3) make corrections to problems, and 4) be a better company in the future. This thread is not created to fraudulently libel or slander Creative; it is here only to show the employees and people in charge of Creative the importance of their customers' opinions. Do not post here to libel Creative; only explain your situation, how you believe Creative could fix this problem, and how they could do better in general. Yet again, to prevent me from getting legal action taken against me, only speak the truth; do not slander Creative.

    Many want long warranties and great customer service for free, but are they willing to pay for these in the form of higher prices? These things have a cost that is quite substantial. It is up to the consumer to decide if they want to pay for these. Those who want a longer warranty can buy an extended warranty from Creative. Those who don't want to pay for the longer warranty won't buy it.
    What would be a good way to give better service to those who are willing to pay the cost for better service, while giving those who want a no frills approach a lower price? Some software companies have a 900 telephone number and charge by the minute for support. This enables those who don't need the support to buy the software at a better price.

  • Re: Official complaints procedure

    I would like to make a compaint about the cutomer option department.
    I spoke with them last week about moving my service as I was unhappy with the tv service  (well my children were not happy) as it is very slow when changing the channel and scrolling, but now the service is not showing when on certain channels and have to reboot daily.
    however I spoke to a lady who said that I had an old box and they could exchange this for youview which is the same as vision.
    we went through the other details of my account and changed the broadband option, i agreed to change the services as they has assured me that they would exchange the box.  While changing all the details she said she could not put a request in for the box change until the next day, as I would be charged for this.  It was agreed that she would call be back on saturday morning at 9am.
    obviously no call, called back today to speak to a very unhelpful lady, who would not let me speak to a supervisor, said an exchange would cost me £25.  As you can imagine i was furious i asked to speak to a supervisor then to speak to customer complaints, she did not seem to know what to do, she said i needed to speak to technical and raise a complaint with them.  I asked to be transferred and was conveniently cut off.
    I have raised a complaint on my account but god know how long that will take, and in the meantime I am now paying more for a service that still dosnt work, i feel i have been duped into staying with BT then left in the lurch when other assistants havnt got a clue. 
    I have been with BT a long time and feel that they have not acted ethically when dealing with myself, insisting that I would get a new tv box which will work and now saying that I have to pay for it, and to make things even worse its a ridiculous amount to buy myself out of the contract as no cooling off period.
    I hope for someone to be intouch with asap and resolve this matter

    Hi carmerarmer
    I am very sorry about this.  I can understand why you would feel annoyed given what has happened. 
    I'll be happy to help you out and get to the bottom of this.  The Mod team are quiet busy at the moment so it may take a few days but I promise we will see this through for you as quickly as we can.
    Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
    Thx
    Craig
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
    td-p/30">Ratings star on the left-hand side of the post.
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Official Complaint

    I would like to know who I need to speak to or email to actually get a complaint responded to?
    I do get lots of promise that a 'Manager' will call me back and no one ever does. Ofcom seems the be the only option at this point.
    Thanks in advance

    Hi enorth,
    The way this forum works is by firstly allowing the forum community to help you.
    If the community members can't help you in anyway, then you may be offered help by the BTCare Team (mods).
    The BTCare Team (Mods) are a UK based specialist team. They operate on a strict case by case procedure, once a request has got to the top of their inbox.
    If you would like the community to help you, please can you state what issues and problems you need help with.
    Alternatively you can go through the complaints procedure by contacting BT directly by either:
    1) Going to here
    2) Writing a letter to (include account number and telephone number)  :
    Customer Service Manager,
    BT Customer Correspondence Centre,
    Providence Row,
    Durham,
    DH98 1BT
    Cheers
    jac_95 | BT.com Help Site | BT Service Status
    Someone Solved Your Question?
    Please let other members know by clicking on ’Mark as Accepted Solution’
    Try a Search
    See if someone in the community had the same problem and how they got it resolved.

  • Filing an Official Complaint-Bad Customer Service during Disconnection Request

    I moved to an apartment complex that does not have Fios services.  I called Verizon Customer Service where the Rep was rude and the manager I spoke with was even worse.  I am now charged with a $92 Termination Fee, even though I did not have the option to transfer service due to the Apartments not able to allow Fios.  The Manager stated that this is common practice and that they charge the Termination fee even if you move out of the country.  Really? That is horrible!
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    Verizon rather charge this fee regardless of the circumstances and risk never having this customer again on service, as well as begin a horrible word of mouth path.  Why would I recommend any of Verizon's services, after this negative experience?  
    Please tell me where I can file a formal complaint.  

    Hi NurseDeb80,
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    Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

  • Does anyone know how to post an official complaint to Apple?

    My newly arrived Iphone 5 about 3 days old and costs around $1000 has to be replaced with a refurbished Iphone 5.
    Here is the story:
    I was looking forward to Iphone 5 and pre-ordered it and waited for about 3 weeks. It arrived on Friday the 12th of October, i was really excited about it.
    After playing around for about 2 days, i have found that my silent/mute button is not working as expected, the switch seems to be loose and keeps toggling on and off. After browsing around the web, i've found that this issue is commonly found with the new Iphone 5.
    Heres what it looks like exactly: http://www.youtube.com/watch?v=mGECFTPPZw4
    So, i decided to book an appointment with my local Apple Store (Sydney, Australia). When i got there, they told me that my Iphone 5 can be replaced. I was expecting it to be replaced by a new one but they offered me a refurbished one. I was going to exchange it (reluctantly), but after giving it a closer look, this refurbished iphone5 seems to be a 'reject' product, since the color of the SIM card tray (white-ish grey) doesn't match with the black iodised aluminum frame. The difference is noticeable (i compared it with my faulty Iphone 5), so i declined it.
    I would like to return it if possible rather than getting it replaced with a 'refurbished' one, but im not sure how to refund it since i bought it from Optus Mobile Contract.
    I am very disappointed with the inconsistency in the Apple warranty, last time i bought an Apple Macbook Pro Retina (2 months old) and had some issue (No bolt attached to the SSD tray)  and they replaced it with a new box. Im not sure why i can't do the same with my faulty Iphone 5 (3 days old).

    It is most unlikely your replacement is anything other than new
    Refurbs are recycled through the Apple supplier's Factories
    I doubt that there has been time for that process and has already been mentioned early failures
    are probably checked out thoroughly before being recycled
    In any event you would never know the difference between new and a refurb
    I have had  x2 in past and certainly could not
    depending on your consuer laws you can probably get your money back
    if you are that concerned

  • Where can I make an official complaint about a specific app?

    One of my apps updated about two months ago and the functionality has been comprimised.  The developers have been "working on the problem", but nothing has been resolved.  The app is nearly unusable without the functionality that is lacking.  I'd like to get the $ I've invested in the app back.  How do I do that?

    Apple's policy is that all sales are final, especially on an app that you bought some while ago and have chosen to update. You should always maintain archival copies of your apps so that in a case such as this you can revert to the previous version of the app.
    Mac App Store Support -
    http://www.apple.com/support/mac/app-store/

  • Contract mis-sold. Terrible customer service from a supervisor-no clear way to make a complaint

    After being a good customer for a year and a Verizon Wireless customer for 5 years, numerous issues with Verizon Fios have surfaced.
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    When I took out a contract with Verizon FIos a year ago, I had not wanted to have a contract because they only option available was for 2 years and I knew that the lease for my apartment was only for 1 year and in all likliehood I would be moving. I was told by the representative that there would be no problem if I took out a 2 year contract because I could simply transfer the existing contract to wherever I moved with no issue.
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    2) Terrible customer service from someone who is a supervisor
    This morning I spoke to a representative and after she said she couldnt address my concerns about being mis-sold the contract, I asked to speak with a supervisor. How he handled the call was incredibly unhelpful and rude - I dont understand how someone at a supervisor level can have that kind of attitude. First he tried to indicate that it was my fault for not being clear with the representative last year (before he knew the full facts), he did not take show any recognition that being mis-informed about a contract is a significant issue. When I asked him how to make a complaint he told me to go to verizon.com/contact. I did this while I was on the phone with him and told him that there was no clear way to make a complaint, I was told "I am a supervisor, I cant sit here on the phone with you and take you through it step by step" - I was not asking for step by step help, I assumed that as a supervisor he would know which wa the right section to click on. He then basically made it sound like I was an idiot and I was told that every other customer seems to find it intuitive (which judging by other comments on this forum about the contact piece of the site is not actually true).
    3) Impossible to file an official complaint through normal channels 
    There is no email address to which you can send a complaint (according to the team on the phone). On the verizon.com/contact page, there is no option for making a complaint. When you type in a question about making a complaint nothing comes up. This seems ridiculous and makes it seem like Verizon is not interested in hearing customers feedback.

    Hi customer11201,
    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

  • Complaint for my 95 years old grandparents. Verizon so inconsiderate!!!

    First off, Verizon does make it impossible for consumer to file a complaint. And am very disappointed with the service provided and the service of the agent. I'm the granddaughter of the account holder. Both of my grandparents are in their mid 90s, so the home phone service is their only way to connect with other people. However, since the new fios were installed in July 2013, there were many unreasonable outages. Often times it last a day or two weekly or biweekly. It is unacceptable for consumers their age to handle any kind of uncertainty with phone services. They both have home attendants that needed the phone line to clock in and out for work, since this was how most of home aid servicing agency proves that their employees were at work. Doctors, nurses, social workers and family members all count on the phone line service to reach my grandparents because everyday we need to check if they're still living. But the service that Was provided was unacceptable. I have called Verizon many times to get the issue fix, however on the day the technician came, the service had no problem so nothing was done, but days later there would be both outage on phone and internet services. I just called again before and another technician was scheduled to come, but no guarantee can be make to me. Home phone lines should be the most reliable service that the elderly can count on but it was always failing us. Technical issues shouldn't be the consumer's problem because Verizon was the one that should provide us with fully functioning equipments. It was a simple contract that the consumer pays, Verizon provides the service, but Then why are we always paying but the service was out when we most needed, since my grandfather just got hospitalized, countless calls was made from social workers and other government agency.
    So I tried to complaint to one of your agent supervisor named {edited for privacy}. I don't even know if the information she gave me is accurate but her customer service was terrible. The overall satisfaction score would be zero or lower if I can give it lower. She wasn't sensitive to my situation where my grandfather is in the hospital already and she refused to provide me with any solution and guarantees. In her words, I cannot file a complaint through her and an official complaint can be only file online, but the service provider, Verizon, failed to provide me with internet service. So in her saying, it means that I have to have another phone from another service and an alternative internet service as well to 1. To able to reach an useless agent and 2. To file an complaint online. So if I have both standby phone and internet hen why should I be paying and using Verizon that constantly doesn't work? So if my grandparents or any other elderly are living alone, how can they reach help when the phone line service is not working? What if this is their only way of dialing 911? Also a 95 year old grandpa should learn to how to use a computer to file a "proper complaint"? So I wonder what does the agent  is hire to do when all she said was "a technician is scheduled for you." Also she said that she is not there so she doesn't know what the problem is, well, you are an agent and moreover a supervisor, can't you be more responsible to the words you say? And what can my grandparents do when the technician is here on a day which service are fine and nothing was done like last time? So do we as families, cross our fingers and hope they don't need emergency help on the days that there are no phone services? Beyond disappointed with Verizon and all of its agents and technicians.

    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
    Please keep all correspondence regarding your issue in the private support portal.

  • How to lodge a complaint

    I have to say that I am very dissapointed in Apple right now. My Ipad 2 stopped workign recently and since i paid for apple care, I sent it in to get repaired. When they recieved it I got an email stating that it could not be fixed. When I called they told me it had corrosion and it wasnt covered. The apple care plus would cover but it costs a wopping 10 dollars more than what i paid. I just find this to be incredibly ridiculus. I take great care of my IPAD 2 and don't understand. Is this even the reason my ipad won't turn on or did they open see a little corrosion close it up and say no fix here. I want to know how to lodge a complaint because i want it serviced. What is 10 dollars when the other care plan wasn't even offered. please how do i lodge an official complaint!!!

    We all are iPad users like you. Apple doesn't read this forum.
    Look at Apple feedback.
    http://www.apple.com/feedback/ipad.html
     Cheers, Tom

  • Complain complaint complaint complaint...............

    Please please can someone help me? I have tried now for 7 weeks to get someone to listen to my complaint and deal with it. I am soooooo frustrated I want to scream. I shall list below how many times and different ways I have tried to get a response from BT
    36 phone calls
    4 online chats
    4 emails to the contact us
    7 text messages
    8 emails to 2 different BT employees
    2 countries
    12 hours in total in waiting time
    18 dropped calls
    3 days waiting for a promised call back etc etc etc
    Please can someone just tell me what you need to do to be heard by anyone at BT

    Hi there David
    I have several e mails copy letters sent and Bills received  etc. However you should be able to view my bills and account so please let me know whether you need me to scan all these in.
    The main issues started when my Business Line was sold to me with an expectaion of 17.5 Meg Broadband at least as this was the main reason I deceided to take an extra new line for my business. The engineer then came to install the service found an existing spare line to the property which he said  would be Ok but wouldnt give me the 17,5 meg. He then loooked at the isue of my home line which had never had a reasonable Braodband speed 1 Meg approx he said that there was nothing to be done except swuitch to SKY. I have since switched my home line ( at the same property location to SKY - braodband fine about 3- 4.5 meg???
    Antway the next thing was the billing extra charges just appeared on my account and as I was on One Bill I had to wait to be able to see what these related to. Noything that I had requested - so call to BT in April 2013 resulted in the line being cancelled due to BT being in default of Contract terms on 2 counts  - 1 Broad Band speed promised at point of sale and 2 - Extra charges levied and taken from my Bank account via Direct Debit without my authorisation.
    Since then here is the copuy of the e mail trail regarding the billing and  ongoing bills for an account which had been closed -  for you to start investigating;
    Sent 15th October 2013 as yet no reply or no phone call - even thjough I have sent a reminder e mail
    Karen Hi there
    First of all may I thanks you very much for taking the time to help me over the phone and progressing my complaint and issues. You are the first person in BT who has actually taken some action and responsibility to ensure that my account is sorted out.
    This whole issue started in April/May 2013 when I noticed that BT had doubled the charges on my account. I called the Billing line and they apologised for the error as BT had decided to charge me for extra services that I had not ordered and this went back to September /October 2012.  They could not tell me why they had decided to bill me for these extra services.
    They offered to credit my account and I told them that as they were in breach of contract and that I would be cancelling my account from that date onwards. I also told them that I would be cancelling my Direct Debit to ensure that BT did not take any further money from my account for charges that were incorrect. They acknowledged this and said that they would send me the final credit bill.
     I was sent a credit bill which I assumed was the final bill on my account dated 12th April for £35 01. I also spoke to Tracy Dalfonso BT on 29/4/13  who confirmed this.
    My BT Broadband was disconnected   for this line at the end of April and I have not used this line sine then. However I am still receiving bills.
    I keep telephoning BT  to inform them of this saga -  the latest phone call I made before I called you was on the 28 th September when my husband and I spoke to Nagarjuna who confirmed that my account was closed  - since April 2013 - he could not get through to the department  for them to confirm this to me direct as they were not answering  him -  Options Team I think.
    I have made several formal complaints  to which I have had no answer I have even resorted to Twitter but that didn't work either......
    I have also sent two letters to BT Billing  the first was around 24th July. I have had no response except that I am still receiving Bills and demands for payment. the latest threatening letter was yesterday.
    You stated when I asked you that there was no record of any of these calls on my account.
    If you have a look at the billing you will see that this is not true as your Billing Department took action in April 2013 but failed to close the account then.
    Please call me urgently when you have spoken to the Options team as I am now going to make this another official complaint and have no intention of paying bills for a service that was cancelled as a result of your errors in April 2013.
    Kind regards and thanks for your help.
    Sue 
    edited by moderator

  • Lost serial numer and how to file a complaint.

    Hello
    referencing case
    Case #0215015391
    Case #0214861222
    Case #0215015279
    Case #0214955367
    I am incredibly frustrated and appalled at the customer service I have received whilst attempting to resolve a lost serial number.
    My hard drive became faulty and I had to replace it. Whilst trying to reinstall my educational copy of CS6 I realised I had lost my serial number (but had my product code <Removed by Moderator> .
    I contacted Adobe and was told to provide proof of purchase. I received my copy of CS6 through my Disabled Student Allowance, which means it was purchased on my behalf by a funding body and brought from a specialist company (Invate). I have contacted both establishments and all the documents they could provide me with where an invoice and a quote for the equipment. I have also provided my proof of eligibility at the time and the university email address the serial number would have been sent to.
    I first contacted adobe customer service on the 9th of February, three of my cases have been withdrawn without any contact or explanation. All that was posted on the cases was a short sentence saying we have not received a response from you. I was told I would be emailed. I have contacted Adobe customer services four times, all that happens is they open a new case which ends up being withdrawn. I have spent many hours talking to your customer service and emailing companies to find proof of purchase. I have also lost three weeks of work and access to my files due to a lack of any response, general neglect and poor service.
    I am incredibly annoyed and saddened by the lack of assistance.I have loved using adobe’s products but this is unacceptable treatment.
    I want to file and official complaint and I want this issue resolved immediately.

    Bethanyw45329462 I am sorry that you are facing a frustrating experience locating your registered serial number.  I did review your account and case 214861222 has been escalated.  I also show that you have attached your proof of eligibility and proof of purchase to the case.
    If you do recall the e-mail address which was utilized to register your Creative Suite 6 software title you can locate it under the account at http://www.adobe.com/.  Additional details regarding how to locate registered serial numbers can be found at Find your serial number quickly.  Creative Suite 6 will register to an Adobe ID as part of the activation process so it is likely that the software title was registered.  If there any additional e-mail address or phone numbers that the software would be registered under please feel free to update case 214861222 with the details.
    If you continue to experience difficulties you are welcome to update this discussion.

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