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What are the correct terms to use in filing a formal complain?

A telecommunication company here in the Philippines offers an Unlimited Text (sms) service for prepaid account. For 150 pesos, you can have 30day unlimited text to the same network. For 2 consecutive times now, they removed my unlimited service without prior notice. The first time, I just consumed more or less 18days and the just this month; just 3 days after I loaded they removed it again. When I called their hotline, they kept on saying that they blocked my unlimited service due to abnormal usage. The company keeps on advertising that their service is unlimited when in fact it is not! I was asking them what is their basis for “normal usage” so that I could watch over my usage but they won’t reveal it, they insist that it’s system generated. They won’t properly inform the consumers about it. What are the things should I include in my formal complain? Should I put “false marketing” and abuse of my consumer rights since I haven’t got the full service I purchased?

Public Comments

1. You need not worry about the terms that you use. Your explanation here is clear enough to form the basis of your complaint. If you are able to remember any of the company's responses to you verbatim, quote them. You're not expected to be a lawyer and use the proper legal terms. Just tell your story as you did here. Good luck, telecom companies can be such nerds!