Telephone Script

"Hello {use person's name}, this is {Your Name}. How are you today?"

(Let the creditor know exactly why you are calling. Be direct and to the point).

{use person's name} I am calling to follow up on my letter dated {insert date of initial complaint} regarding the problem with {state the problem, my account number is {provide account number if applicable}.

I have not received any response (or the response I received was inadequte or unacceptable). The problem still exists and I am requesting your help in resolving it.

(Now restate the problem using your complaint letter as an outline)

State the problem with facts not emotions! On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location, date and other important details of the transaction).

Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.).

I really want to resolve the problem, and would appreciate your help. (state the specific action you want - money back, charge card credit, repair, exchange, etc.)

(Remain sincere, give the person a chance to respond, and really listen).

"Thank you {use person's name}, for helping me with this problem. I will send you a letter with five business days confirming our agreement today. And once again let me thank you for understanding my situation.