Formal Complaint Regarding Unresolved Account Discrepancies – Account HB0020

After months of ongoing issues and lack of communication from your team, we are left with no choice but to escalate this matter further.

We have encountered significant discrepancies with our account (HB0020), including missing funds and unexplained short payments. Despite making full payments, only partial amounts were credited to our account. To date, no one has been able to provide a clear explanation regarding what happened to the outstanding funds.

We received a single email stating that our account was in arrears, which prompted us to make a payment to avoid service disruption. However, upon requesting a statement, we discovered we were never behind on payments. In fact, we are currently in advance.

Following a previous complaint via HelloPeter, we received one call from a manager who acknowledged that our account had been mishandled. He assured us we would receive a follow-up call. Unfortunately, no one contacted us afterward. Despite multiple follow-up emails, including messages sent directly to our relationship manager, we received no response or clarification.

Only after persistent efforts did we finally receive a call and an email from a representative claiming to be investigating our account, but again, there has been no follow-up or resolution.

This level of service is unacceptable. We do not receive regular statements, and it appears charges continue to accrue without our knowledge. While we have no issue paying for services rendered, the lack of transparency and communication—particularly regarding rate increases and the unexplained handling of our payments—is deeply concerning.

We are now prepared to escalate this matter to the highest level within Huge Group if necessary. As a paying client, we expect accountability, clarity, and basic courtesy—none of which have been demonstrated thus far.

We request urgent feedback and a full reconciliation of our account, including a detailed explanation of all payments received, credited, and outstanding.