How to write a complaint to a telecom operator: a detailed step-by-step guide

Date: June 27, 2021 | Updated: March 23, 2021 | Author: Moblie-man

There is no doubt that today every person uses cellular communication services. And if not everyone, then most people aged, perhaps, from 5 years. Everyone chooses a telecom operator based on personal preferences and requirements. Of course, each cellular company tries to satisfy the needs of all its customers as much as possible, offering a variety of tariff plans for every taste, additional options to diversify them, and services for remote control of your own number.

Do you like your operator?

Yes, everything is fine! No, I’m thinking about a change

Despite all this, some clients often remain dissatisfied with the services provided, having well-founded complaints. What the complaints against the operators may be, as well as how to properly file an official complaint to the telecom operator so that the company will consider it, how to correctly send or transfer it to the recipient, so that the operator is guaranteed to understand the situation, I will tell you.

Possible claims against the operator

Subscribers may encounter many different problems while using cellular communication services. However, most of them are often related to issues of connecting/disconnecting certain tariffs and services. You can solve them yourself using the official websites of cellular companies, our website, or contacting the call center. But there are other difficulties that are not so easy to solve. To resolve them, formal complaints have to be filed. And an approximate list of such difficulties and problems is as follows:

Poor connection quality. This is one of the main problems on which subscribers can file complaints. It can apply both to the quality of mobile communications and to the speed and stability of the mobile Internet. Of course, sometimes, in some areas, premises, or in the metro, the quality of communication may be unstable, but if such a problem begins to become systematic, it is necessary to file a claim with the operator;
Systematic debiting of money from the account. Subscribers often notice that funds are systematically debited from their account not to pay for the tariff plan and additional options, but for some other suspicious services. Such a situation should also be clarified by filing an official complaint;
Spam and advertising via SMS messages. Not so long ago, SMS was the only way of text communication between mobile device users. Today, instant messengers have completely eclipsed them, and our phones only occasionally receive messages from live interlocutors. Often this is spam and advertising. And if such spam becomes too much, only a complaint to the operator will help get out of this situation;
Paid subscriptions. Modern operators, one and all, have the “sin” of activating paid content services for mobile numbers without the knowledge of subscribers. Such services are fraught not only with an increase in spending on cellular services, but also with the subscriber receiving various content, which often looks more like spam, or weeks of information or entertainment mailings. You can often refuse such subscriptions and additional charges when filling out the appropriate application;

By the way, I wrote how to disable paid subscriptions forever, read it, it’s nothing complicated: MTS | MegaFon | Beeline | Tele 2;

Unsatisfactory service, impolite consultants in the operator’s offices and call centers. As is the case with regular stores or state-owned stores. institutions, in a dialogue with representatives of a cellular operator, you may encounter unprofessional employees. In such situations, you can also defend your own rights only through an official appeal;
Changing the tariff plan without the subscriber's knowledge. Some customers may experience automatic transfer of their number to another tariff without their desire. Unfortunately, this situation usually occurs when the TP expires, but you can always try to defend your position within the framework of an official appeal.

Book of complaints and suggestions

If you are not satisfied with the work of the employees or a specific operator’s communication salon, you encountered rudeness or did not receive the necessary services, you can leave an entry in the book of complaints and suggestions.

Such a document is available in all communication stores of Beeline, Megafon, Tele2 and MTS.

To file a complaint about staff or the office as a whole, follow these steps:

Request a book of complaints and suggestions from employees;
Describe your claim in a calm tone with all the details of the incident;
Indicate the date and time of your visit to the salon, as well as the name of the employee if the claim relates to a specific person.

Sometimes it happens that the staff refuses to provide the suggestion book.

How to file a complaint against an employee in such a situation?

Only a written application addressed to the head of MTS, Megafon, Tele2 or Beeline will help here. It must include the date and time of the visit, the names of employees, and, if possible, provide evidence of non-cooperation.

For example, you can take testimony from other clients who were present in the salon at that moment.

Contacting the operator's contact center

To begin with, it is worth noting that you can always file an official complaint, but it will be much faster to try to resolve the issue peacefully through the support service. Fortunately, any operator today has a contact center number where you can contact if you have any questions.

Call center numbers for cellular communications in Russia:

0611 — Beeline support (all communication methods);
0890 — MTS support (all communication methods);
0500 — MegaFon support (all communication methods);
611 — Tele2 support (all communication methods);
8-800-1000-800 — support from Rostelecom;
8-800-550-00-07 — Yota support (all communication methods).

Calls to the above numbers are free for subscribers of the corresponding operators.

Of course, each operator offers its customers additional ways to contact support, which involve using the website, instant messengers, email, etc. You can find out more information about them by following the links to materials with all methods of communication. But I recommend solving questions and problems exclusively through live communication by phone with call center specialists.

The legislative framework

When filing a complaint against a provider, the following regulations should be taken into account:

Federal Law No. 59-FZ “On the procedure for considering appeals from citizens of the Russian Federation” of May 2, 2006.
Federal Law “On Communications” No. 126-FZ of July 7, 2003
Federal Law N 152-FZ “On Personal Data” dated July 27, 2006
The rule for the provision of telematic communication services has been in effect since December 1, 2008.
Law of the Russian Federation “On the Protection of Consumer Rights” dated 02/07/1992
Order of Rospotrebnadzor No. 480 of June 26, 2021 “On amendments to the Instructions on the procedure for considering citizens’ appeals.”
Order of Rossvyaz dated November 22, 2016 N 255 “On the processing of personal data in the Federal Communications Agency.”

How to write a complaint to a telecom operator

If it is not possible to reach an agreement with the company peacefully, you need to act more actively; there is only one solution - filing an official complaint. And you should not be intimidated by such a task, since, by and large, such an application is drawn up almost in free form.

Understand that any claim must be drawn up according to a specific plan, which looks something like this:

Header located in the upper right corner of the claim sheet. It indicates the name of the company to which the application is being written, the position and full name of the addressee. Below is information about the person filing the claim, that is, about you. In addition to your full name, you must provide contact information.
The “Claim” heading, centered just after the claim header.
A centered subheading located immediately below the “Claim” heading.
Text of the complaint.
Requirements highlighted with the subheading “I ASK” and centered.
If there are attachments, then it is necessary to list all the documents that are attached to the claim;
Date of filing the claim, full name and signature of the applicant (without a date and signature, the claim is invalid).

Correct compliance with all these 6 points guarantees the correct completion of the application.

The text of the claim itself is drawn up in a fairly free form:

The main thing when drawing up a claim is to describe in as much detail as possible the essence of the existing problem or complaint about the quality of the services provided, and also, if possible, confirm all this with facts, documents, receipts, screenshots and other available information.

Contacting your Internet Service Provider

You can contact a service provider with a complaint about inappropriate service by telephone, by writing a letter and sending it by email, or by writing a complaint about the work of employees addressed to the director of the company.

In order for claims to be satisfied, it is necessary to take into account some nuances:

You should not act anonymously, otherwise the service provider will have no chance to explain the cause of the problem and describe the ways and timing of its solution.
The claim must not be abstract, but must indicate the responsible person (individual or legal) responsible for the problem.
It is important to take care of the evidence base. Calls to the service department must be recorded on a voice recorder, and you must ask the interlocutor for his full name and position, and when contacting him personally, use video recording. It is advisable to keep all receipts for services provided.
The appeal will be satisfied faster if a deadline is specified, after which a letter will follow to higher authorities if the claim is not considered.

How to properly file complaints, read the link.

Samples of claims to telecom operators

Sample application to Beeline for refund of erroneous payment;
Sample application to Beeline to disable SMS mailings;
Sample claim to MegaFon;
Sample claim to MTS;
Sample application to MTS for the return of an erroneous payment;
Sample claim for an unreasonable bill for communication services (suitable for all operators);
Sample claim for connection of paid services (suitable for all operators);
Sample claim to Rostelecom;
Sample application to Rostelecom for termination of the contract;
Sample claim to Yota;

You can download and use all presented images of statements and claims for your needs. Choose what best suits your situation, download and fill out according to the instructions.

The completed document must be handed over to the operator correctly, in accordance with the law. This is important so that no one later says that they didn’t receive anything from you.

When to file a complaint

Of course, it’s not worth writing a complaint about every little thing. Let's look at situations in which this really needs to be done:

Constant problems with communication and mobile Internet.
Writing off money for no apparent reason.
Unauthorized connection of paid subscriptions and services.
Intrusive advertising spam via calls or SMS.
Changes in the terms and conditions for the provision of communication services without prior notice to the client.
Rudeness or unprofessionalism of employees.

How to correctly submit (send) a claim to a telecom operator

In accordance with the legislation of the Russian Federation, there are two ways to correctly submit a claim to the operator (however, this works for any other case):

Personally deliver the claim to an employee at the sales or service office;
Send a claim to the operator by registered mail with notification and a list of attachments;

Almost all operators offer to send complaints to them by email. This, of course, greatly speeds up the transfer process, but know: according to the law of the Russian Federation, sending a claim in ways other than handing it over in person and sending it by mail to Russia is not correct. Sending a claim by email will not be taken into account in court. Send a copy of the claim by email simply to “duplicate” personally delivered or mailed.

How to personally deliver a claim to an employee of a telecom operator’s office

Print out (or write by hand) 2 (two!) identical copies of the claim. Sign both copies. Ask the office employee to accept one copy and sign the second copy upon receipt. Something like this: Received by manager Ivanov I.I., signature, date of reception, stamp.

By law, any employee of the telecom operator’s sales office is authorized to accept a claim from a subscriber. Any! If someone in the office tells you that he is not authorized to accept complaints, do not believe it. This is a lie!

If the claim is on two or more sheets, then you need to ask to sign on each sheet. If there are attachments to the claim (checks, documents, etc.), then you need to attach copies of these documents to the claim (keep the originals for yourself, as they will later be useful in court if the operator does not satisfy the claim) and also ask to sign the receiving applications.

I recommend this method of submitting a claim to a telecom operator, because... When communicating in the office, the operator’s employees, upon seeing an official complaint, often resolve the issue “on the spot,” but don’t be fooled by “don’t leave a complaint, we’ll quickly resolve everything by tomorrow, etc.” After all, before you started to “quarrel” with the operator, you probably already tried to resolve the issue “for good”, through the support service.

What to do if an employee refuses to accept a claim

Find 2 witnesses (these could be other visitors to the office or just 2 of your friends, but not relatives, whom you asked to go with you just for such an occasion): On your copy of the claim, write that the office employee Ivanov I.I. (badges everyone now has a last name) refuses to accept the claim, and you leave a copy of it to the operator without an acceptance signature, which is confirmed by 2 witnesses, who also sign for the authenticity of your words. In parallel, the entire “process” can and should be filmed (this is legal, you have the right). You leave a copy of the operator on the manager’s desk/counter and leave.
Send a claim using the second method - Russian Post.

How to properly send a claim to a telecom operator via Russian Post

When sending a claim by mail, as I wrote above, we must send the claim by registered mail with notification and a list of the attachments. Sending a simple letter will not allow you to track whether the addressee received the claim or not. Only registered letter with notification and inventory.

Plus, I advise you to send 2 letters to 2 addresses: one letter of claim to the legal address of the operator, the second to the physical address of the organization’s location. This will avoid the common problem that when a letter is delivered to a legal address, no one will receive it.

Lawyer for consumer protection of communication services in Yekaterinburg

Protecting consumers of Yekaterinburg in court has become one of the key areas of activity of our bureau, and therefore, within the framework of our organization, the Society for the Protection of Consumer Rights of Yekaterinburg was created. In this area, ambiguous and controversial situations often arise; sellers and manufacturers continue to violate consumer rights even despite the fact that the Federal Law “On the Protection of Consumer Rights” is an extremely effective tool in the hands of the person whose rights have been violated.

In most cases, protecting consumer rights requires prompt and coordinated action, as well as legal advice from a specialist. Do not trust sellers and manufacturers who ask you to give them time to resolve the situation - they are just stalling for time so that your deadline for filing a claim expires.

The Yekaterinburg Consumer Protection Society, created on the basis of our bureau, will help you understand the situation, form a position and obtain from the manufacturer or seller everything due (and even more) by drawing up a claim, writing a statement of claim, and also representing your interests in court.

Where to send a claim on Tele2

If you use the services of Tele2, and you decided to put everything “painful” in writing, you can send such a letter like this:

At company offices in your city;
By sending a letter to the legal address of the company (as always, a copy to the address of any office);

Legal address of T2 Mobile LLC (Tele2): 108811, Moscow city, Moskovsky settlement, Kyiv highway 22nd kilometer, building 6, building 1

A copy of the complaint can be sent through the operator’s official website from this or this page.

Pre-trial claim and trial

If the Prosecutor General’s Office does not want to help achieve punishment, then the court remains. But first, write a so-called pre-trial claim to the provider. It will be a signal to him that your intentions are serious. In it, simply duplicate everything that was written in the first complaint. If there is no reaction to it either, then sue.

You can't go there empty-handed. We need evidence. To, for example, prove to the justice authority that the speed of Internet traffic is lower than what you paid for, use the Myconect

" It will accurately determine and record the speed at which the service is provided and whether the Internet disappears.

In court, it is absolutely possible to ensure that the violating operator pays a tidy fine and compensates for moral damage. Many people have already succeeded.

Where to send a claim to Yota

Yota subscribers, although their number is not as numerous as those of the above-mentioned cellular corporations, can also often be dissatisfied with the services provided to them. In their case, you can send a statement describing unsatisfactory points using the following details:

In Yota offices;
By letter to the legal address (+ to the office);

Legal address of Scartel LLC (Yota): 27006, Moscow, Oruzheyny Lane, 41, office. 48

A copy can be sent through the feedback page of the official website and by email;

Reasons for complaints

The complaint must be based on significant reasons, which are:

Lack of connection or low speed of Internet access (less than 1Mb/sec). Waiver of the fee is based on paragraph 29 of the Rules. An important point is that the fact of a violation must be confirmed by residents of the house or office colleagues.
Long waits for a recovery specialist in cases of network problems.
Claims regarding payment for services. In this case, the following situations are possible:

The subscriber has the right not to pay for services if he does not use the Internet. During a long absence, you can temporarily deactivate the service provision process. This is possible thanks to paragraphs 25 and 29 of the Rules.
The provider requests payment for a full month from the 1st, when the contract was concluded later. In such a situation, it is necessary to request a recalculation of the cost of the service for the current month.
All controversial issues regarding payment for additional services give the right to demand justification for the presented invoice in writing.

How to connect the Internet in a non-residential premises while complying with the law?

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Where to send a complaint against Rostelecom

Finally, if you are faced with the task of sending an official statement of complaint against Rostelecom, you can leave the completed form not only at the company’s offices, but also in the following ways:

Transfer through any Rostelecom office;
Send a letter to the company's legal address;

Postal address of PJSC Rostelecom: 115172, Russian Federation, Moscow, st. Goncharnaya, 30, building 1.

On the operator’s official pages on social networks, in Viber chat or through the feedback form on the website rt.ru.

Claim in electronic form

The easiest way is to file a complaint against the operator on the Internet, on the official website. This method does not require additional effort from you: you do not need to write a letter by hand, bring it to the office or send it by mail.

All you need is to go to the operator’s website, find the feedback form and leave your complaint.

Let's take a closer look at how to draw up an electronic complaint for each specific operator.

Where to file a complaint against MTS

Recently, MTS has deprived customers of the opportunity to file a complaint on the official website. Now the operator does not have a feedback form for cellular subscribers.

Currently, MTS allows only those customers who use home Internet, television and telephony to file a complaint about service through the website.

Other users are encouraged to do the following:

Compose a letter in any form that describes the problem in detail;
Provide information about yourself: number and e-mail, city, passport details, contract number and registration address;
Send an email

After that, you just have to wait for the answer. It usually arrives within 1-3 business days.

You can also write to the operator’s Contact Center. But in essence, this method is no different from calling a hotline.

Where to file a complaint against Megafon

Unlike MTS, Megafon’s official website still has the opportunity to file a complaint directly.

To do this, follow these steps:

Open the operator’s website at megafon.ru.
Scroll down and click on the “Support” icon, which is located in the center of the screen.
Scroll to the bottom of the page and find the “Contact Us” button on the right side of the screen. Click on it.
In the “Complaint Subject” section, select “Complain or leave a review.” Next, indicate the section to which your problem relates.
Indicate the number and full name of the person for whom it is registered. Enter additional information: date and time the problem occurred, address of the salon, name of the tariff or service, and so on.
State your problem in the “Your message” field. Try to provide all the details, but do not go into detail and do not overload the letter with unnecessary information.
Enter your name, phone number and e-mail. Attach a file with evidence, if available.
Agree to the privacy policy, enter the security code, and then click on the “Submit” button.

You will receive a response to the e-mail specified in the letter within the next 24 hours.

There is no other way to file a complaint against Megafon via the Internet. Unlike MTS, the operator does not provide an email address to which you can send a letter.

Where to file a complaint against Beeline

Like MTS, Beeline does not give its subscribers the opportunity to file a complaint through their personal account on the official website. Since 2021, the feedback form has been removed from the resource.

At the moment, the only way to communicate electronically is by sending an email.

To file a complaint against Beeline via email, do the following:

Formulate your problem in a letter - in detail, but without unnecessary details;
Indicate maximum contact information - number, email, additional contact number;
Enter your full name, passport details with registration, number of the service agreement;
Send it all by email

A response email will be sent to you within a few business days.

How to file a complaint against the Tele2 operator

It is almost impossible to submit a complaint on the Tele2 website: there is no feedback form or e-mail for sending letters on your own.

You can find Tele2 email on third-party resources, but it is not a fact that the letter will be answered in a timely manner.

Here's where Tele2 subscribers are offered to file a complaint:

Online chat with 24/7 service;
Viber and WhatsApp messengers;
Operator social networks.

All these options are comparable in effectiveness to calling a hotline. In fact, this is not a formal complaint, so there is no guarantee that action will be taken.

Deadlines for providing a response to a complaint

After sending a correctly completed application using the operator’s details, subscribers can only wait for a response. Fortunately, the deadline for providing a response is regulated by the current legislation of the Russian Federation and cannot exceed 30 days. During this time, the response will have to be provided to the counterparty details specified in the application.

Of course, this condition applies to sending a formal complaint through the company’s offices, since requests through other available methods of feedback to the operator can often remain unattended.

Sending by Russian Post

A complaint against a cellular operator can be sent by mail. For greater reliability, fill out a list of attachments and send by registered mail with notification. You can send a simple letter, but in this case it is impossible to track the fact of receipt by the addressee.

It is recommended to make more than one submission. Find the maximum number of available company addresses and duplicate them by email.

The response period is 30 calendar days. The legislation of the Russian Federation implies obtaining results within a similar time frame.

If the operator is inactive

In the event that suddenly, even after filing an official complaint, the operator continues to be inactive or does not even bother to provide you with an official response, your further actions may be as follows:

Contact Rospotrebnadzor. Information about contact offices can be found on the official website. At the offices, you fill out a standard application form, which sets out information about your claims, attaches available documents, and proves the operator’s inaction;
Contact Roskomnadzor. The application can be completed at the company’s offices, or submitted online on the corresponding page of the official website of Roskomnadzor (the “Generate an application” button);
Contact the FAS. The Federal Antimonopoly Service can also help in solving existing problems and conflicts with the cellular operator. To do this, you must send a complaint to the territorial authorities. Detailed instructions with details for sending an application are available on the official website of the Antimonopoly Service;
Going to court. Of course, to resolve disputes with mobile operators, you can also turn to judicial authorities, including the World Court. However, it is important to understand that for individuals, suing such large corporations as Russian telecom operators is, in fact, a losing proposition, so it is better to postpone the option of going to court until later, and try to solve the problems in other ways. If judicial “red tape” cannot be avoided, to file an application in court, you must contact the nearest judicial authority in your city.

These were all possible options for calm and not very calm settlement of disputes and claims against cellular operators in the Russian Federation. I hope that you will not have to use them, and if you do, they will help settle relations with operators quickly and “painlessly”.

How to terminate a contract with a telecom operator: step-by-step instructions

Responsibility

What the operator faces for improper performance of his duties and violation of the law:

fine;
penalty;
compensation for moral and material damage;
proportionate reduction in the cost of services provided;
refund of money paid;
criminal liability (for example, for fraud).

It is possible and necessary to complain about illegal actions of companies. Most often, the problem is solved at the level of communication between the subscriber and the operator. If you go to court or the prosecutor's office, you must carefully select the evidence base so as not to be left at a loss.

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Design standards

When a situation arises that a complaint should be filed with Tele2, pointing out, for example, poor communication quality or defiant behavior of an employee, it is necessary to follow the rules for filing a complaint. This is the first step towards the fact that it will definitely be considered.

The claim is submitted in paper form. More advanced users prefer to use the electronic form. In what form it will be carried out does not matter for the timing of its consideration and for making a decision on it. The main thing is to comply with the law and maintain standards that reflect business ethics. You cannot use insults, use profanity, or introduce incoherent, illogical sentences into the text.