Act as a consumer protection lawyer. I need to write a firm, formal complaint to resolve a problem with a company. Case details: - Company: name - Product or service: description - What happened: describe the problem with dates - Previous attempts to resolve it: e.g., called twice, no reply - What I want: e.g., refund, replacement, cancellation without penalty Write: 1) A formal, clear and objective letter with a professional and assertive tone, no insults. 2) An organized timeline of the facts. 3) The specific request and a reasonable deadline for a response. 4) A general mention of the applicable consumer rights. Leave fields like name, account number and case number in brackets for me to fill in. Present the letter ready to copy and send by email or official channel.