Back to Situations
Making Complaints

Escalating an Unresolved Issue

A customer has already made a complaint but the issue remains unresolved after initial contact, requiring them to escalate the matter to a higher authority or different department.

Dialogue

Listen and follow along with the conversation

1
Customer (Female)
Hi, I'm calling to follow up on a complaint I filed last week regarding an incorrect charge on my bill. The reference number is XY9876.
2
Service Representative (Male)
Thank you for calling. Let me pull that up for you. One moment, please. Ah, yes, I see the complaint here. It states an adjustment was going to be made within 3-5 business days.
3
Customer (Female)
Right, and it's been over a week now. The charge is still on my bill, and I haven't received any confirmation of the adjustment.
4
Service Representative (Male)
I understand your frustration. It seems there might have been a delay. Let me check the status more thoroughly to see if there's any update.
5
Customer (Female)
I appreciate that, but honestly, I'm getting a bit impatient. This is the second time I've had to call about this. Is there someone I can speak to who can actually resolve this for me now?
6
Service Representative (Male)
I apologize for the inconvenience and the repeated calls. It appears the initial request hasn't been processed. I can escalate this to a supervisor for immediate review. Would you like me to do that?
7
Customer (Female)
Yes, please. That would be much appreciated. I just want this charge removed and a confirmation sent to me.
8
Service Representative (Male)
Certainly. I've noted that. Please hold while I connect you to a supervisor who can directly assist you with the resolution. They will have access to all the notes from your previous complaint.
9
Customer (Female)
Thank you. I'll hold.

Vocabulary

Essential words and phrases from the dialogue

complaint

A formal expression of dissatisfaction about a product or service. Use it when reporting a problem to a company, like 'I want to file a complaint.'

follow up

To check on the progress of something after an initial action. It's useful in customer service: 'I'll follow up on your request.'

reference number

A unique code or ID for tracking a case or order. Always provide it when calling support to speed up help.

adjustment

A change made to correct an error, like fixing a bill. In complaints: 'We will make an adjustment to your account.'

frustration

A feeling of annoyance or anger when things don't go as expected. Polite way to acknowledge: 'I understand your frustration.'

escalate

To pass an issue to a higher level for resolution. Use in unresolved problems: 'I need to escalate this to a manager.'

supervisor

A person in a higher position who oversees others. Ask for one when basic help isn't enough: 'Can I speak to a supervisor?'

inconvenience

Trouble or difficulty caused to someone. Apologize with: 'I apologize for the inconvenience.'

Key Sentences

Important phrases to remember and practice

I'm calling to follow up on a complaint I filed last week.

This sentence uses present continuous for the current action and past simple for the previous complaint. It's useful for checking progress on issues; use it when contacting support after an initial report.

The reference number is XY9876.

A simple declarative sentence to provide key details. Essential in service calls to identify your case quickly; always include specifics like numbers for efficiency.

I understand your frustration.

This empathetic response shows politeness and active listening. Use it as a service rep to calm customers; 'understand' here means to sympathize with feelings.

This is the second time I've had to call about this.

Present perfect with 'this is the... time' emphasizes repetition. Useful for expressing annoyance politely in escalations; highlights ongoing problems.

I can escalate this to a supervisor for immediate review.

Offers a solution using modal 'can' for ability. Practical for reps handling complaints; 'escalate' means to move to higher authority, and 'immediate' stresses urgency.

I just want this charge removed and a confirmation sent to me.

Uses 'just' to emphasize a simple request with 'want' + object + past participle. Clear and direct for stating needs in resolutions; focuses on the desired outcome.

Please hold while I connect you to a supervisor.

Polite imperative with 'please' and 'while' clause for simultaneous actions. Common in phone support to transfer calls; reassures the customer during waits.