It's no secret that for every mobile operator, profit comes first, not customer care. The more established the customer base, the more dissatisfied customers there are. MTS has a huge number of subscribers, so complaints against this operator arise very often. Most often, the reason for dissatisfaction is not the capriciousness of subscribers. It’s true that operators often violate the rights of customers. If money was illegally withdrawn from your account, paid services were connected without your knowledge, they were rude or otherwise violated your rights, it is necessary to achieve justice. Knowing how to write a complaint to MTS correctly, you can force the operator to follow the terms of the contract. You can write a claim to MTS in the following ways:
- By writing a complaint in free form and taking it to the MTS communication salon;
- Download and fill out a special form for a complaint against the operator (the link to the file is given below). The completed form must be printed and taken to any MTS office;
- If you do not want to go to the office, you can send a complaint through the MTS website by following this link https://anketa.ssl.mts.ru/ind/feedback/.
If the reason for the complaint is not serious, then it can be resolved by calling the MTS operator. True, this method is the most ineffective. If, for example, you want to seek the return of money illegally withdrawn from your account, then it is better to fill out a special complaint form. We will tell you in this article how to write a complaint to MTS according to all the rules and what problems may arise during the proceedings.
Reasons for complaints and claims
The reasons for writing complaints and claims against the MTS operator are different. Among them:
- Unreasonable withdrawal of money from the SIM card account;
- automatic connection or imposition of additional services not included in the tariff plan;
- poor quality of mobile communications, Internet, satellite or home television;
- the employee’s reluctance to help or rude attitude on his part, etc.
In each case, the subscriber can leave a request not only to the company itself, but also to regulatory authorities.
Refund
When and how to write a claim for a refund:
- the money was withdrawn as payment for a subscription he did not take out;
- transferred by mistake to another subscriber;
- disappeared from the account;
- have not been credited to the account;
- the client has become a victim of fraud.
The document must include personal information, contact phone numbers and address. The claim is sent to the company's address, not its individual service office.
To return money transferred by mistake or not received in the account, a check is attached to the claim.
If the document is submitted through the sales office, you must have your passport with you.
How to leave a complaint or claim for MTS service
The easiest ways to write a complaint to MTS are to use the Hotline, the feedback form on the website, or contact the support chat. Other available options are to write a letter to MTS by email or regular mail, or create an application addressed to the general director.
Call the Hotline
You need to call the Operator Support Service to solve technical problems, regarding issues of disconnecting or connecting services, etc., i.e. when you can quickly correct the situation. If the reason for the request is more complex and requires lengthy study or consideration, technical support staff will not be able to help the client.
So, for example, it will not be possible to complain about service by calling the Hotline, because... such a question requires investigation into the situation and it is impossible to resolve it within a couple of minutes.
On the official site
A feedback form has been created on the MTS website. Through it you can ask a question, complain, report fraud, express gratitude.
The response from the claims department can be received in the form of a call back, via SMS or as an email, at the client’s choice.
Via support chat
You can complain about the quality of communication or talk about another problem through the support chat. You can use it in the mobile application by clicking on the “Chat” button at the bottom of the main page.
In the window that appears, you need to state your problem in as much detail as possible, then the free operator will give an answer to it.
This method is practically no different from an outgoing call to the Hotline, except for a faster response and greater convenience. You need to know that in difficult situations it will not be possible to solve the problem through the Support Chat, so you should contact here only to resolve simple issues, as when calling the Support Service.
By email
You can leave a complaint about an MTS employee, service, or for any other reason by sending a message to the operator’s e-mail. The operator does not have a special email for complaints, so you can use the company’s general mailbox – [email protected]
MTS mailbox
A subscriber can write a complaint to MTS not only via the Internet, but also by regular mail.
Mail for requests: 109147, Russia, Moscow, st. Marxist, 4.
Contacting the MTS office
This method will require a personal visit to the MTS office, preferably to the central one in the city. You will need to take your passport with you. The appeal can be made on the spot, but it is better to first download the claim form and fill it out at home so as not to waste your time. Completing an application in the office is more convenient because you can ask the employees for a sample to fill out.
Application addressed to the General Director
If the subscriber decides to write a letter to the MTS company or leave a request in the office, then they need to be addressed to the general director or the head of the branch.
To state the problem, you need to use a complaint form or write a statement in free form. It is important to clearly identify the essence of the complaint and describe in detail all the actions that were taken to eliminate the situation.
The correct formulation of the question and a clear presentation of the problem will help to quickly resolve the situation in favor of the client.
Sending via the site
Contact with the company is maintained through its official website. At the very bottom of the page there is a link to the “Support” page, then “Customer Service and Feedback” spb.ssl.mts.ru/ind/feedback_mob. A form will open to fill out. In order for the main text to be submitted, all information fields and columns must be filled out.
It is recommended to state the basic requirements concisely, without emotions, obscene expressions, or insults.
Contacting regulatory authorities
If all appeals to the company have not brought results, you need to know where to complain about MTS in this case. Regulatory authorities will help in resolving the situation - the society for the protection of consumer rights, Rospotrebnadzor, and the court.
Natalia
Technical specialist, user support on mobile communications issues.
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Contacting the OPP
OZPP are public non-profit associations that protect the interests of consumers and help resolve difficult situations. They have the right to help in drawing up an appeal to Rospotrebnadzor or Roskomnadzor.
You can find contact information for the consumer protection society for your city or region on the Internet.
Rospotrebnadzor
A complaint to this organization is made in serious situations. For example, communication services are provided with poor quality, there are no warnings about technical work, but money is written off within the specified period.
Application to court
An application to the court can be drawn up after the decision to write a claim to MTS has not brought results. The appeal must be formalized correctly, indicating the violated articles of the Civil Code of the Russian Federation and the Civil Code of the Russian Federation, and also not have any emotional overtones. Therefore, to draw up an appeal to the court, it is better to contact a lawyer, especially since each specific situation is individual and for this reason there is no general form of statement of claim.
Technical support
Each mobile operator has its own technical support. But this is far from being an efficient structure. In it, when a client contacts, there is more consultation rather than a solution to a specific problem. Polite operators who will communicate with you on the line. They will tell you everything about tariffs and payment. You can talk to them for a long time, but a specific problem, for example, a poor Internet connection, will not be solved. However, this call will be necessary when contacting the next authority. To prove the existence of a call to technical support, you need to make a printout of call details.
How to properly file a claim
To receive a response to your claim in a short time, the application must be correctly drawn up and executed.
Electronic
The subject line of the letter should indicate “Claim to MTS for (description of reason).” If this is not done, there is a risk that the message may be lost.
If it is assumed that in the future you will have to go to court and you will need to use a pre-trial claim with MTS as evidence of an attempt to resolve the issue peacefully, you need to file it in accordance with all the rules.
It is recommended to state the essence of your problem in free form on plain paper or fill out a claim form, sign, scan in color and send the file as an attachment to a letter. If you use a simple letter form from a postal resource, the status of an official appeal may be challenged.
If the functionality of the mail service provides notification of receipt of a letter, it must be used without fail.
If there is no response to the letter, this can be used as a reason to contact the regulatory authorities.
On paper
It is preferable to submit a paper claim yourself to the operator’s office. You need to ask for a mark of acceptance, photocopy the application and receive a second copy with a mark.
The appeal should be drawn up in as much detail as possible to make it easier to understand the essence of the complaint and resolve it.
If the situation developed in several stages, you need to talk in detail about each of them.
If any clauses of the client’s contract were violated, they need to be listed.
MTS employees do not consider applications in the following cases:
- anonymous;
- without the claim itself, only with reference to any source;
- written in illegible handwriting;
- containing questions not related to the work of the company;
- containing threats or profanity.
At the end of the complaint, you need to state your requirements.
MTS Bank support service: main features
By contacting the contact center in any way convenient for you, you can always:
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- Get the latest and most detailed information about all bank products and services;
- Get help in working with online services and mobile applications of the bank;
- Submit a request for bank certificates;
- Find out about the status of the card, account or deposit balance;
- Specify the amount of the balance of the credit debt and the size of the next payment;
- Get information about the latest movements of funds;
- Block the card and report it lost or stolen;
- Notify about changes in the client’s personal data;
- Connect additional services or deactivate them;
- Provide feedback on the quality of customer service or write a request on any issue regarding the bank’s work;
- Find out the operating hours and location of branches, ATMs and terminals.
Terms of consideration
There are cases when subscribers file a claim for a refund. This happens if there is an “illegal” write-off of the balance. Before running through the authorities, you must wait for a positive or negative response from representatives of the organization.
The company's regulations state that the application is processed within 9-11 days (working days only). Please note that the response may be sent by mail. In this case, slight delays may occur.
If there is no response within 15 days, visit the salon you contacted and find out why the complaint was ignored. The same can be done by calling 0890.
You can go to court if company employees ignore the issue. To win your case, you need to be attentive to all the details. Otherwise, the representative of mobile television systems will win the argument.
Where to complain about a company
Rospotrebnadzor
If the request for a resolution of the complaint is not fulfilled, then the owner of a mobile device with a poor connection has the right to go first to the police and then to the court. Contacting the police is necessary to register the fact of the complaint and the lack of response from the mobile operator. The final authority is Rospotrebnadzor.
Sample of filling out the form
You can file a claim in free form or fill out a special form based on the sample. In any of the communication shops they will definitely tell you what to write in the header and what data to provide. It will need to indicate:
- Contract number;
- Full name and passport details;
- Type of claim (charges, service, quality of communication, etc.);
- Phone model, network, signal strength;
- Date, time and frequency of the problem;
- Brief content of the complaint;
- Contact information for feedback (mailing address, phone number, email);
The completed form must be certified by your signature and the signature of the employee who accepted it, and also sealed. When filing a complaint from a legal entity, you will need to provide information about the organization and a document confirming the authority of its representative.
Where can I complain?
Problems may arise when receiving services from any mobile operator, and this may include debiting funds from your account (illegal) or a deterioration in the quality of service.
In this case, there is a desire to quickly resolve an unpleasant situation; you can contact the company’s call center for this.
If you don’t want to go to the MTS office because of these matters, you can simply talk with the company’s manager - in this case, the issues are also resolved quite quickly.
During a telephone conversation, he needs to tell him about the problem, describe it in facts - but if this approach turns out to be ineffective, you can safely fill out the form and send it:
- Via email;
- through the official website of the mobile operator;
- via email to
As a last resort, if all your actions fail, you will have to go to the office yourself and solve problems there. But before that, make sure that your letter is accurately delivered.
