Lost Trade In Phone

I am writing to formally express my disappointment regarding how our case involving the lost trade-in phone has been handled.

We have made multiple attempts to communicate through various channels and were issued several ticket numbers. Unfortunately, we did not receive any updates unless we personally followed up, and on several occasions we discovered that tickets had been closed without any feedback or explanation.

Today, I spoke with a customer service representative who informed me that the claim for the lost phone was not approved. This outcome is extremely concerning, particularly because the loss of the device was not due to any fault on our part.

Given the circumstances, it is difficult to understand why we are being held responsible for an issue that was beyond our control. This situation has been very frustrating, especially after the amount of time and effort spent trying to obtain updates and assistance.

At this point, I respectfully request that this matter be escalated for further review. I would appreciate a clear explanation of the decision and a reconsideration of the claim based on the facts of the case.

Thank you for your time and attention. I look forward to your prompt response and a fair resolution.