Dear NOS Customer Service,

I am writing to express my deep dissatisfaction with the service I have received from NOS and to formally lodge a complaint regarding a misleading promise made at the time of purchase.

Last year, I bought a SIM card from NOS. At the time of purchase, the sales representative clearly informed me that after one year of maintaining the service, I would be eligible to purchase a mobile phone on an installment plan. Based on this promise, I agreed to subscribe to your service and have been paying €23 every month without delay.

However, when I recently visited one of your stores to inquire about purchasing a phone on installments, I was informed that this is not possible. This is completely unacceptable and feels like a clear case of false advertising or miscommunication from your staff. I feel misled and deceived.

I did not agree to this service just for mobile connectivity — the possibility of buying a phone on installment was a key part of my decision. Now, being denied this, I see no reason to continue with your service. Therefore, I kindly request the following:

1. Immediate cancellation of my current service without any penalty or extra charges.

2. A formal explanation as to why I was misinformed.

3. A refund or compensation for the misleading sales practice, if possible.

I trusted NOS to provide honest service and fair treatment, and this situation has left me extremely disappointed. Please resolve this matter urgently. I hope to receive a response within the next 7 working days, or I will be forced to escalate this matter to the relevant consumer protection authorities.

Sincerely,

Kamil Nanayakkara