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I am attempting to find an old article that was posted to HN a while back, about how to effectively lodge a dispute/complaint. I believe it was about telephone companies. It spoke about sticking to the facts, staying emotionless and documenting everything.
I wanted to share it with a friend, but cannot find it, even though it was front page for a while.
Also worth resharing with the HN community IMO.
Help appreciated.
The emotionless part:
"Instead, you want to communicate with the bank in a manner which suggests that you’re an organized professional who is capable of escalating the matter if the bank does not handle it themselves. You do not yell – not that you’re ever verbally speaking with anyone, but you wouldn’t yell in a letter, either. You do not bluster. (“I will tell on you to my attorney” is, generally, bluster, and that’s bluster that is common to people who do not actually have attorneys.) You instead present as if you’re collecting a paper trail."
I believe that was https://www.kalzumeus.com/2017/09/09/identity-theft-credit-r... ( https://news.ycombinator.com/item?id=15206926 ) The emotionless part: "Instead, you want to communicate with the bank in a manner which suggests that you’re an organized professional who is capable of escalating the matter if the bank does not handle it themselves. You do not yell – not that you’re ever verbally speaking with anyone,…