Sales promise vs order confirmation

Use the evidence, not assumptions

Sales promise vs order confirmation

Set out a contradiction between what a telecom salesperson said and what the later confirmation, contract or bill shows.

Replace every item in square brackets with your own facts. Delete optional wording that does not apply. Keep the letter focused on what the provider needs to answer.

Editable template

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Subject: Formal complaint: sales representation conflicts with order confirmation: [reference]

Dear [provider / complaints team],

During the sale on [date], I was told: “[exact words or accurate summary]”.

The later [contract summary / order confirmation / bill] says instead: “[conflicting term/charge]”.

This is material because [explain why the representation affected your decision].

Please investigate the contradiction and provide:
• the sales call recording/transcript and interaction notes, if held;
• the pre-contract summary/information supplied before consent;
• the transaction record showing the price/package/charge selected; and
• the consent/checkout record.

Please explain when the conflicting term was first brought to my attention. A document generated after the sale does not, by itself, show what was disclosed before I agreed.

I want you to [honour the represented term / remove charge / release me without penalty / other remedy].

Yours faithfully,
[Name]

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Related telecom guidance

Telecoms & BroadbandFind the guide that matches the underlying dispute.Evidence indexGive each supporting record a stable reference.Complaint chronologyPut the transaction and complaint in date order.