How can I make a complaint by email that won’t be ignored?

[JN72]

My husband, who died recently, has subscribed to instant ink for a long time. The subscription came out of our joint account but I only realised recently that the payment did not go through since the bank cancelled his card on notification of his death. I have been unable to print a couple of forms out urgently needed to sort his affairs since the company have blocked printing (there is ink in the cartridges). I phoned them and asked if they would lift the block so that I could at least do this (over the last months/years) he has paid he has never gone anywhere near the maximum pages allowed and many months we have not printed at all! I did not think it was unreasonable to ask since unused pages can be rolled over to some degree. I also intended to start from scratch with my own subscription once this was done. At first I was told it was possible and to wait until later that day. This didn’t work and I had to ring back the next day and was told it was not possible. The excuse was that it was an automatic ‘computer thing’ (even though I pointed out that computers are controlled by humans) and that the person the day before had cancelled my husband’s account. This second representative continually spoke over me (I had to correct his use of ‘Miss’ to ‘Mrs’ because that does not change even though my husband is no longer here). I got very upset and annoyed and asked him to raise this as a complaint for someone to ring me back. No response.

[A_Gayathri]

Hi @JN72,

Welcome to the HP Support Community

I understand you are facing an Instant Ink issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

I'm truly sorry for your loss and the frustrating experience you've had with the printer subscription service. It's understandable that you're seeking a resolution to this issue during such a difficult time. Making a complaint via email is a good approach.

To assist you better, I have sent out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!