Complaining about a service

Agent: Thanks for calling, you're through to Danny. How can I help today?

You: Hi Danny. I'm calling to make a complaint, I'm afraid. I ordered broadband over two weeks ago and it's still not connected.

Agent: Oh, I'm sorry about that. Can I take your account number?

You: Sure, it's 4-4-8-2-9-1-7.

Agent: Thanks. I can see an engineer was booked for the fifth.

You: Yes, and nobody turned up. I waited in all day. Then it was rebooked for the twelfth, and the same thing happened. I didn't get a call or a message either time.

Agent: I do apologise. That's really not the service we want to give.

You: I appreciate that. The problem is, I've also been charged for the first month, even though I haven't had any service at all.

Agent: Right, I can see that charge. I'll refund it for you now.

You: Thank you. And I'd like a firm date for the installation, please, ideally this week. I need the internet for my studies.

Agent: The earliest I can do is Friday morning, eight till twelve.

You: Okay, Friday's fine. But could you make sure someone actually calls me if there's any delay this time?

Agent: Absolutely, I'll add a note to the booking. I'll also add a goodwill credit for the inconvenience.

You: That's great, thank you. Could you send me an email confirming all of that?

Agent: Of course, you'll get it within the hour.