Receiving feedback from customers: drawing up a claim or complaint about MTS services

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Published: 08/29/2018

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If you use the services of MTS and are faced with poor-quality service, and also want to correct shortcomings and resolve controversial issues, you need to be able to correctly draw up and submit a claim.

• Reasons for filing a complaint
• Ways to file a complaint or send a claim Via the Internet
• Written complaint

Reasons for filing a complaint

It is important to be able to correctly formulate a claim so that the company cannot refuse to consider it. The following are the main reasons why MTS can satisfy a claim:

1. The quality of services does not correspond to that stated in the contract.
2. Poor connection quality.
3. A large amount of spam.
4. Connection of paid services without the client’s consent.
5. Refusal to terminate the contract.
6. Violation of client rights.
7. Complaint against employees of the organization.
8. Illegal debiting of funds from an account.
9. Internet speed does not match that stated by the operator.

Contact technical support via the app

You can log into your Personal Account through the website or application. In both cases, the user receives ample opportunities:

• Cost control.
• Choice of tariffs.
• Connection of services.
• Remaining control.
• News.
• Stock.
• Addresses of MTS stores.
• Answers on questions.

The “Help” section contains the most frequently asked questions, as well as a tab where you can write to support yourself.

Technical support through the application is available to owners of smartphones based on Android and iOS.

Methods for filing a complaint or filing a claim

1. Call the MTS hotline 8 (800) 250-05-05.
2. Write via the online feedback form.
3. Form a written claim,
   fill it out and give it to the employees at the nearest salon.

Through the Internet

The most convenient way to file a complaint is via the Internet, on the mobile operator’s website. To do this, you need to take the following steps.

• Step 1. Go to the official website.
• Step 2. Fill out the feedback form.
• Step 3. Submit for review.
• Step 4. Company employees will contact you to clarify the nuances and resolve the problem.

The claim can also be sent by email to: [email protected]

Written complaint

In the written form of a claim, the following is stated in the upper right corner:

• Full name of the head;
• Full name of the person applying;
• residential address;
• Email;
• contact number.

The text of the complaint must describe the problem, focusing on the fact of violation of laws. The complaint/claim must be accompanied by documents to substantiate the claim (details of calls and funds, checks, etc.).

How to properly write a complaint against MTS

A complaint against MTS can be written by hand or on a special form, which can be downloaded from the operator’s office or asked at the provider’s office.

Before writing a complaint, you should carefully study the contract. It is the document that regulates the relationship between the cellular operator as a service provider and an individual (legal) person.

The text of the appeal must be drawn up taking into account the recommendations of Federal Law No. 59 “On the procedure for considering appeals from citizens of the Russian Federation” dated May 2, 2006. In order for a complaint to be considered as efficiently as possible and within the time limits established by law, it must meet the following requirements:

1. The email must not exceed 2,000 characters. Briefly describe the problem. Indicate which laws or clauses of the contract were violated. Describe what kind of solution you expect.
2. Indicate the address of the store or salon where the incident occurred; Full name of the persons whose actions you are appealing.
3. You can attach supporting documents to your application. For electronic form, files can be in txt, doc, rtf, xls, pps, ppt, pdf, jpg, bmp, png, tif, pcx, mp3, wma, avi, mp4, mkv, wmv, mov or flv format up to 5 in size MB (without archiving). Large files can be sent by regular mail, which must be indicated in an email. For a paper application, a list of supporting documents (checks, printouts, contracts) must be compiled.
4. It is not acceptable to write an electronic appeal in Latin or capital letters.
5. A complete, accurate sender address is required. It is also advisable to indicate a contact telephone number, as it may be necessary to clarify details.
6. In the header of the complaint you should indicate to whom the letter is addressed, the address of the organization, and complete, reliable data of the applicant.
7. The text must be broken into sentences and not contain threats, offensive or obscene language.

Complaints will not be accepted for consideration:

• Anonymous.
• Containing, instead of a description of the incident, a link to third-party Internet content on which the text of the complaint and materials on it are published.
• Illegibly written.

Sample of writing a complaint against MTS

To the director of the private enterprise "Mobilochka" (retail chain MTS) Agentaev S.S. From Godzhik Sergei Mikhailovich 305003 , Kursk, st. Lenina, 23, apt. 458 Mobile 8-910-123-45-67

Complaint

On November 10, 2021, I purchased a Xiaomi Redmi 3 phone from your store (a receipt confirming the purchase is attached). Simultaneously with the purchase of the phone, I became the owner of a package for connecting to the cellular operator MTS with the number +7 (910) ***-***-*, which is confirmed by the Agreement on the provision of cellular communication services (hereinafter referred to as the Agreement).

Since the phone was purchased for a child, I also issued a “Coupon for the provision of additional service” (hereinafter referred to as the Coupon). A copy of the coupon with the seal of the sales department is attached. Please note that all documents were prepared by employees of your outlet .

On November 16, 2021, I contacted your store because... camera defects were discovered. The phone does not shoot video, only takes photos. Along with the faulty device, I brought a box, a receipt for its purchase and a coupon.

However, the store employee Ruslan Vakhmetov refused to accept my phone for service due to the incorrect execution of the cash receipt confirming its purchase. The reason for the refusal, according to the employee, was that the fiscal receipt did not contain information about the purchase of a SIM card (i.e., conclusion of the Agreement) and the Coupon. At the time of contacting, I did not take the receipt for the purchase of the SIM card with me. Repeatedly applying for copies of the receipt for the Coupon and the Agreement also did not produce results.

Thus, due to the mistake of your employees, their negligence, I was denied additional service , which I paid for and to which I have every right.

I consider such actions on the part of your retail outlet to be a violation of my rights. I ask you to take action and respond to me in writing within the time limits regulated by the Legislation of the Russian Federation. Please send the letter to my residence address: 305003, Kursk, st. Lenina, 23, apt. 458.

Otherwise, I will be forced to contact Rospotrebnadzor.

November 15, 2021 (signature) S. M. Godzhik

List of supporting documents:

• Cash receipt confirming the purchase of the phone – 1 sheet.
• Copy of the Agreement – ​​3 sheets.
• Copy of passport – 2 sheets.
• Plastic card with PIN and PUK codes – 1 pc.
• Cash receipt for the purchase of a set of the Agreement on the provision of MTS cellular communication services - 1 sheet.
• Coupon for the provision of additional service – 1 sheet.

Total: 9 sheets

Application addressed to the General Director

If it is not possible to fill out electronic forms and you need to contact them directly, as well as to draw attention to the problem at a higher level, you can write a letter of complaint addressed to the General Director.

The claim must be sent by letter to the address: 109147, Moscow, st. Marksistskaya, 4 or at the address specified in the contract.

If MTS employees are inactive, refuse to solve your problem and deny the very fact of its existence, you need to send a complaint to Rospotrebnadzor.

File a complaint against MTS with the OPP

If MTS or the federal authorities ignored the complaint or the answer to it did not satisfy you, you can contact the OPP. Lawyers of this public organization provide consulting services to protect the rights of individuals and legal entities when purchasing goods and services.

You can sign up for a consultation with the OPP and correctly file a complaint against MTS:

1. By calling:

• +7,
• (499) 241 40 87,
• (499) 241 43 10,
• +7 (24 hours a day).

1. By writing to email
2. At a personal reception at the address: Moscow, Smolensky Boulevard, 7 (or 7/9).

Reception days:

• Monday-Friday: from 10:00 to 20:00;
• Saturday: from 10:00 to 17:00

Attention!

Brief consultations without detailed explanation are free! The cost of other services for resolving controversial issues can be found here https://www.ozpp.ru/price/price/

Submitting a claim to Rospotrebnadzor and Roskomnadzor (on the website and in writing)

The most common option for filing a claim with Rospotrebnadzor or Roskomnadzor is an electronic form.

To draw up and send a claim to these authorities you need:

1. Go to the official website.
2. Select the “Appeal” section.
3. Read the rules for filing claims.
4. Click on the “Continue” button.
5. Confirm your agreement with the procedure for considering the appeal.
6. Fill out the form , attach files and submit a claim.

A complaint to Roskomnadzor is filed in the same way on the official website.

A written complaint to Rospotrebnadzor and Roskomnadzor can be drawn up in any form. An example sample can be viewed at the link.

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.

Universal solution

In all situations, the user of the company’s services can independently resolve most issues using a remote service called MTS personal account.

It is also recommended to download the mobile version of the account, which is positioned by the operator as a separate development - My MTS. A software package unique in its functional features will help you remotely control all expenses and fine-tune your tariff plan yourself.

Instructions for using the site:

• Open the official website at lk.mts.ru or login.mts.ru.
• Enter your account number and password (you can recover it if necessary).
• Start using it. Here, on the right, a button will be displayed to start a dialogue in online chat mode.

Instructions for using the application:

• The first step is to search and download the official distribution (it is recommended to download exclusively from the MTS catalog in accordance with the operating system of the mobile phone).
• Install and open the program.
• The first launch requires authorization via login and password.

The above methods will help you contact the MTS operator as quickly as possible. Always try to predict the situation in order to avoid overexpenditures or other issues that cannot be resolved without visiting a salon or representative office.

Rospotrebnadzor

If contacting the cellular company did not yield positive results, then it’s time to file a complaint with Rospotrebnadzor.

Here, when drawing up a document, you need to pay attention to the presence of grammatical errors, various inaccuracies and corrections, and, of course, obscene expressions and rude words. If at least one of the listed points is in the drawn up claim, then Rospotrebnadzor will not accept it. This means that the client will not be able to return the money illegally debited from the account.

There is no official form for this case, but there are certain requirements that must be followed.

The document states:

• address of the regional office of Rospotrebnadzor;
• personal data of the applicant and his contacts;
• description of the problem, the essence of the conflict situation;
• what exit routes the applicant offers;
• date, signature.

When filing a complaint, a person must have evidence of his words. This could be: printouts and details of calls made, copies of contracts or checks, and much more.

The complaint is drawn up in two copies. One is given to the authority, and the other remains with the consumer.

There are several ways to submit a complaint to the inspectorate:

• deliver in person;
• by registered mail;
• electronically via the website.

The initiator of the claim will receive a response from Rospotrebnadzor after 10–14 days. Sometimes the proceedings drag on for a month. There is no need to pay a state fee when filing a complaint with Rospotrebnadzor.

For corporate clients

pays great attention to its business partners, organizations and other legal organizations that interact on the basis of contractual relations (contract).

All business clients have a privileged status and are always served by a premium call center with maximum responsiveness and minimal wait for a response from a live operator.

How to call MTS directly from a corporate tariff:

• Dial the multi-channel number 88002500990 from your mobile device.
• After greeting and listening to special offers, you will be connected to a consultant.

Important: business clients can contact the hotline only within the Russian Federation. When roaming, the subscriber's personal account will be available.

MTS hotline phone number

You can call the Russian Federation using a single phone number.

For clients within the network there is a short number for free calls: 0890 (possibly also from Belarus).

A lot of calls come from abroad, which forced the management to launch an auxiliary call center.

For other contacts, please visit the website: .

How to deal with SMS mailings

Today, spam or SMS mailings are massively attacking phones and computers. They can be very intrusive and irritate MTS customers. In addition, by receiving and opening them, it is possible to connect unwanted paid subscriptions. At the same time, a person notices this only when money begins to be debited from the account every day. Fighting spam:

• never leave personal data on unverified sites;
• connect, which is connected at the MTS office, on the company’s website or using the number 6333;
• if you already have a paid subscription on your phone or computer, you can call technical support, where they will tell you the combination of numbers to delete the SMS campaign;
• contact the Antimonopoly Service, after this request there will be no more spam.

If you receive SMS messages on your phone from short, unfamiliar numbers, then it is better not to open them, and especially not to follow the links that are there.

Filling out an electronic claim form

The electronic application form allows citizens to report fraudulent activities, ask a question to a company representative, or leave a complaint about the quality of service.

When submitting an electronic request (https://anketa.ssl.mts.ru/ind/feedback_mob/), you will need to select the topic of the appeal and the type of service for which you are filing a claim, after which you must indicate the data listed below:

• Full name of the applicant;
• passport series and number;
• an email address through which company specialists can contact the applicant;
• contact phone number;
• the type of service with which the client is dissatisfied;
• the essence of the appeal;
• way to get a specialist answer.

If you have documentary evidence of a violation of your rights and interests, these papers must be attached to the specified claim. The response to the request can be sent by SMS message or via the specified e-mail, and also voiced over the phone.

For private clients

All MTS tariff plans for individuals, both with and without a subscription fee, are guaranteed to receive constant operator assistance as a basic service.

The main condition is a valid SIM card without blocking and access to a mobile network to make a call.

How to call MTS directly from a mobile phone:

• Dial 0890 and click on the “Call” button.
• Now you don’t need to wait to listen to all the options; you can immediately press the number “1”, then “0”.
• The connection will occur automatically in 1-30 minutes. Typically, the average consultant response time is 3 minutes.