B1English

Filing a Complaint

Use these phrases when you need to contact a bank or company to report an error and request a solution.

Key Phrases

Voice
Stating the purpose · 2 ways to say it

I need to report a problem with my account.

neutral

I am calling because I want to make a formal complaint about my recent bill.

polite

A clear, professional way to start a difficult conversation.

Explaining the error · 3 ways to say it

You charged me twice for the exact same thing.

casual

Direct and a bit confrontational; use when you are very frustrated.

I have noticed a mistake on my checking account statement.

neutral

US - use 'checking account' for your daily bank account.

I have noticed a mistake on my current account statement.

neutral

UK - use 'current account' for your daily bank account.

Requesting a refund · 2 ways to say it

I need you to give me my money back.

casual

I would like to request a full refund, please.

polite
Expressing frustration · 2 ways to say it

This is really annoying to deal with.

casual

I am very disappointed with this level of customer service and the mistakes on my account.

polite
Asking for a manager · 2 ways to say it

Can I speak to a manager, please?

neutral

I would like to escalate this issue to a supervisor who can help me today.

polite

The verb 'escalate' means to pass the problem to a higher level.

Asking for a reference number

Can you give me a reference number for this call?

neutral
Asking about the timeline · 2 ways to say it

How long will it take to sort this out?

casual

'Sort out' is a common phrasal verb meaning to fix or organize.

When can I expect this issue to be fully resolved and the money returned?

polite
Escalating further

If we cannot fix this problem today, I will have to close my account.

neutral

Uses the first conditional to state a clear consequence.

Practice Dialogue

Customer
Hi, I need to report a problem with my checking account.
Bank Rep
Right. What seems to be the issue?
Customer
Well, I bought a coffee yesterday, and you charged me twice for it.
Bank Rep
Let me check... ah, yes. It looks like a system error or something.
Customer
Okay. Can you fix it and give me my money back?
Bank Rep
Sure. I have canceled the second charge, but it might take a little time.
Customer
So, when can I expect the refund to show up?
Bank Rep
If there are no bank holidays, it will arrive by Friday.
Customer
Great. Can I get a reference number for this call?
Bank Rep
Of course. Your number is 44902.

More Banking & Daily Admin (B1)

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