How to file a complaint or claim against the Beeline operator

Beeline is one of the largest operators operating in the communications market. The company provides many services from cellular connections to home Internet and digital television.

The operator strives to provide its customers with only high-quality services, but a constant level of quality is extremely difficult to ensure simultaneously throughout the country. To quickly respond and solve problems that arise with users, the company actively works with customer requests.

In order to complain about communication services or the work of Beeline offices, it is enough to write a complaint online on the official website of the organization. The company's employees try to solve emerging problems in the shortest possible time.

When is it appropriate to complain?

Reasonable and constructive appeals are considered faster. If the statement is presented in a rude, obscene form, without facts, then it will not be taken into account.

What you can complain about:

1. Systematically poor connection quality.
2. Internet connection is intermittent or unavailable.
3. Unauthorized withdrawal of money.
4. Blocking an account without permission.
5. Lots of spam in messages.
6. Incompetence of the seller in the Beeline store.
7. Rude and illiterate online consultant.
8. Refusal to terminate the service contract at the initiative of the subscriber.
9. Violation of the confidentiality of SMS correspondence, wiretapping of conversations without a court order.
10. Inconsistent connection of services.
11. Actions of scammers.

Where else can you complain?

If the complaint correspondence with the company does not lead to the desired results, the subscriber can contact the following authorities:

• Roskomnazor – on issues of communication quality (rkn.gov.ru/treatments/ask-question).
• Rospotrebnadzor - in case of violation of the terms of the subscription agreement.
• Federal Antimonopoly Committee - if the cost of services is too high.
• Prosecutor's office - if the problem is related to the unauthorized movement of funds in the subscriber's account.

If a complaint against Beeline to Rospotrebnadzor or other authorities does not bring a positive result, then you can defend your rights in court.

As a rule, writing a complaint to Beeline is quite simple. For clients of this company, all opportunities are provided to resolve any problem or conflict in the shortest possible time and at minimal cost. The most convenient way is an electronic complaint, but if the problem is not solved or the complaint is ignored, it is better to submit complaints in paper form, with a mandatory deadline. A documentary appeal will allow you to more fully confirm and defend your rights if the issue has to be resolved in court.

Did the article help you?

Options for submitting an appeal

Choose a convenient way to make a claim.

Complaint book online

A copy of the appeal can be saved to your device.
Procedure:

1. Go to the Beeline website beeline.ru.
2. Click on the "Message" icon at the top of the main page.
3. In the electronic assistant that opens, enter the required data.
4. In the next window, state the problem.
5. Click "Submit".

Letter by email

From your address, send a complaint to [email protected] A complaint against Beeline can contain a maximum of 2000 characters, so first formulate the problem on paper or in some editor.

Registered letter to a communication salon

If the nearest Beeline store is far away, send a registered letter there with notification. Keep a copy of it and keep the notice.

Direct contact to the salon

When contacting a Beeline store, do not forget to take your passport. Make a claim in 2 copies. The salon employee is required to register the document, indicate its number in the copy, and sign for receipt. This will be proof that you filed a complaint.

Call customer support number

Tell us about the situation by phone:

• 0611 - for mobile calls;
• 8 in Russia;
• +7 in roaming.

Prepare a text in advance to verbally present the problem to a support employee. This way you will get the point across better. A Beeline employee will check the data and, if it is not possible to correct the situation immediately, will advise on how to proceed.

Filing a claim in court

If you receive an official refusal from Beeline to take action or ignore the application, go to court. Take with you your passport and evidence of an unsuccessful application to Beeline.

You can ask the court to recover compensation for moral damages from the company.

What problems can you complain about?

The reason for writing a complaint against Beeline can be any violation of the subscriber agreement committed by the operator, or complaints about the work of its employees, for example:

• Poor quality or slow connection speed.
• Sudden suspension of the contract without notifying the subscriber.
• Debiting money from an account at the request of fraudsters or as a result of an error.
• Preventing termination of the contract.
• Connecting paid services without the subscriber’s knowledge.
• Receiving spam messages and SMS for the purpose of fraud.
• Rude communication and rudeness on the part of hotline specialists or staff at the point of sale.
• Unprofessional advice or errors in the actions of company employees.

Any of the above reasons is a valid basis for complaints.

How to properly file a complaint

The document must be formatted correctly.
Write your complaint in free form, but do not forget:

1. Indicate the name of the addressee company, full name of the applicant and his contact information.
2. State the problem and how they tried to solve it.
3. Attach evidence if available.
4. Indicate the date of writing and subscribe.

You must complain no later than 6 months from the date of the incident. The appeal is registered immediately or the next day after receipt. Within 30 days, the company must take action and report.

Postal address: Russian Federation, 127083, Moscow, st. 8th March, 10, building 14. VimpelCom PJSC.

general information

To complain about Beeline, you will need to draw up a paper with clear claims and an evidence base. Such a letter is written in any form, but must contain several main points, without which the complaint will not be accepted. Key aspects:

1. A clear description of the problem (complaint).
2. Providing documents that confirm the existence of a formal agreement.
3. Evidence that the client's rights have been violated.
4. Complete information about the client: passport details, contact information.
5. Links to legislation.

In case of regular failures, it is difficult to provide evidence. In this case, a collective complaint from several victims at once will help.

Application sample

When writing a complaint, keep in mind: the more facts and evidence, the better.

At PJSC VimpelCom

from Ivanov I.I.,

residing at: ***,

telephone: ***,

Email: ***.

Complaint

On March 13, 2021, 1000 rubles were withdrawn from my mobile account. for the service ***, which I did not activate. When concluding an agreement for the provision of cellular communication services No. ***, I signed a refusal to connect services without my consent.

I demand:

1. A written explanation of what happened.
2. Return money to the account.
3. …

If my demands are ignored, I will go to court (prosecutor's office, Rospotrebnadzor, OZPP).

03/14/2021 Signature: Ivanov

I am attaching supporting documents:

1. Copy of contract No.*** - 3 sheets.
2. Copy of refusal to connect services - 1 sheet.
3. Copy of passport - 2 sheets.

Total: 6 sheets.

File a complaint against Beeline with Roskomnadzor

Roskomnadzor is contacted in case of poor quality of coverage and communication, discrepancy with the declared Internet speed, as well as illegal blocking of web resources. Filing a claim against a cellular operator is carried out in the following ways:

1. Russian Post: a letter with a complaint is sent to the address: 109074, Moscow, Kitaigorodsky Ave., 7, building 2.
2. Email. When sending a message to an address, you must indicate the essence of the problem in the subject line of the letter.
3. On the organization’s website: you can indicate the reason for filing a claim. To do this, go to the portal and use the feedback form.

Which bodies control the activities of Beeline

For each region, the websites have contact information for branches.

When Beeline does not solve the problem or ignores it, contact the control authorities with a statement using the same form.

Consumer Protection Society

This is a public association that monitors compliance with the Consumer Rights Protection Law. OZPP receives complaints from Beeline subscribers and verifies violations.

Contacts:

• telephone;
• E-mail address;
• postal address: 119121, Moscow, st. Smolenskaya, 7.

Rospotrebnadzor

The organization also oversees the work of companies providing communication services.

Contact service specialists:

• by phone or 8 (499) 973-26-90;
• by email;
• via Russian Post: 127994, Moscow, Vadkovsky lane, 18, building 5 and 7.

The service has an online portal where you can complain about Beeline.

Reasons for refusal to consider an appeal may be:

• incorrectly drawn up claim (circumstances not specified);
• use of obscene language;
• anonymity or inaccuracy of the applicant's data;
• incomplete set of documents (correspondence with the company, sales receipts, contracts);
• lack of grounds for verification.

Rospotrebnadzor cannot force Beeline to return money or recalculate telephony fees. He issues an order in which he recognizes the operator’s actions as unlawful. If the company does not comply with it, then go to court or the prosecutor's office.

Consumer rights in the field of communication services

In addition to the guarantees provided to consumers in accordance with the Law on the Protection of Consumer Rights, the rights of users of communication services are regulated by several other regulations, namely:

• Federal Law of July 7, 2003 No. 126-FZ “On Communications”;
• Federal Law of March 13, 2006 No. 38-FZ “On Advertising”;
• Decree of the Government of the Russian Federation dated December 9, 2014 No. 1342 “On the procedure for the provision of telephone services” (together with the “Rules for the provision of telephone services”.

The rules for the provision of services established by these laws are violated by Beeline quite often. You should not take the poor quality of services or the rudeness of company employees for granted: these problems are often resolved by filing a complaint against Beeline with the competent authorities.

Among the most common complaints from the company’s clients are:

• poor communication quality, low Internet speed, interruptions in the provision of TV services;
• connection of additional services without the user’s consent and unjustified debiting of funds from the account;
• advertising calls and SMS without obtaining user consent;
• disclosure or transfer of personal data without the user’s consent;
• refusal to terminate the contract for the provision of communication services;
• rudeness and illegal behavior of company employees;
• providing untrue information about services;
• violation of the terms of the contract for the provision of communication services;
• problems with ordering and service in the Beeline online store. You can read more about how to complain about the Beeline online store here.

Duration of consideration of the application

In the event of a change in the review time frame, the subscriber will be notified.
The Federal Law “On Communications” regulates the algorithm for filing and receiving complaints. Within 30 days from the date of registration, supervisory organizations conduct fact-checks and notify applicants of the results. The application is registered no later than the next day after receipt. Holidays and weekends do not count. In rare cases, consideration of the application is extended for another 30 days (you will be notified about this).

You will be notified if your application is denied.

Nuances of writing an application

To correctly compose the text of the appeal, carefully study the contract. A complaint written by hand or printed on a printer in any form is valid. The text of the appeal is drawn up in accordance with the recommendations of Federal Law N59 “On the procedure for considering appeals from citizens of the Russian Federation” dated May 2, 2006, namely:

1. The email should not exceed 2000 characters.
2. The claim against Beeline is presented briefly, in compliance with the rules and norms of the Russian language. It must indicate the clauses of the contract or laws that Beeline violated, as well as a solution acceptable to the subscriber.
3. In a complaint against Beeline, they indicate the address of the salon where the incident of unsatisfactory provision of services was recorded, and the full names of the persons whose actions need to be appealed.
4. Fiscal receipts are subject to inventory if the claim is written on paper.

When filing a claim with the supervisory authorities, you must provide a full, reliable address, contact phone number and e-mail. Otherwise, the complaint will not be considered.

Design rules

If errors were made when drawing up the power of attorney and its validity has not expired, then a new document will need to be drawn up. Signing of papers is carried out in Russian in legible handwriting.

Form M2

Filling out the fields of a standard power of attorney is carried out taking into account the following nuances:

• the date of issue and expiration date are entered in the appropriate fields;
• for the payer, indicate the name of the bank and account number in it;
• in the section on receiving material assets, indicate that they were provided by Beeline under the appropriate agreement.

On the opposite side of the power of attorney in form M2 indicate a list of tariff plans, communication means (smartphones, tablets, cell phones), SIM cards and quantity in pieces.

In addition, the organization’s seal is affixed there, as well as the signatures of the accountant and manager.

Without providing this data, the document will be invalid, and the company has no right to transfer the equipment.

Standard form of power of attorney in form M2.

General power of attorney

You should approach filling out this document with extreme caution, because... errors will lead to undesirable consequences for the organization using the . This is due to the fact that a general power of attorney gives more powers.

Information is entered there in the following order:

1. Date of issue.
2. Official name of the company.
3. State registration certificate number.
4. Company address.
5. The name and passport details of the principal and the attorney (for the latter, also the residential address).
6. List of desired powers.
7. Validity.
8. Signatures and seals.

Sample form of General Power of Attorney.

Situations that lead to filing a complaint

1. Poor level of mobile communications and Internet access.
2. Unreasonable debiting of funds from the subscriber’s personal account.
3. Unreasonable account blocking.
4. Massive distribution of advertising alerts.
5. Low level of services provided by both the operator itself and its employees in Beeline offices.
6. The technical support department does not perform its functions at the proper level.
7. The operator’s refusal to terminate a previously concluded contract with the client.
8. Violation of legal consumer rights.
9. Boorish communication from the hotline staff.

Grounds for filing a complaint

The right to send a complaint to Beeline is given by the following grounds:

1. Poor quality service.
2. Poor level of mobile connection, poor quality communication.
3. Unlawful spending of funds on the subscriber's account. If you begin to notice that the money in your account is quickly running out, you need to request account details.
4. Home or mobile Internet does not work or if the Internet speed is significantly lower than advertised.
5. Poor customer service in the office.
6. Boorish or rude communication from telecom operators over the phone.
7. Changing the terms of the contract without notifying the subscriber.

Disabling mobile communications or home Internet due to technical work, without prior notice to the client, is unlawful.

When it comes to the Internet or communications, problems can occur on both sides. Therefore, before writing a complaint, you need to find out that the reason for the interruption or poor performance of the service occurs on the part of the network operator. To do this you need to check:

• do you have any debts?
• Are devices working/configured correctly (modem, mobile phone, PC, etc.);
• there were no announcements about upcoming technical work.

If everything is “clean” on your part, contact your mobile operator. Initially, you should try to resolve the issues peacefully by calling the hotline or at the company office; if you are ignored, take more decisive action and write a complaint.

General rules for document preparation

There is no unified form of template according to which a pre-trial claim for the return of funds (sample, to put it simply) is drawn up. However, when preparing a letter of claim, you must follow the general rules of business correspondence. Let's note the key points:

1. Draw up the document on company letterhead, if available.
2. Compose the letter in two copies: give one to the counterparty, and keep the second for yourself. Remember that on the second copy you should put a mark on delivery to the partner (date of receipt, position and full name of the person who received the document, his signature).
3. Only the manager or a legal representative authorized to carry out such transactions can sign a request for the return of funds. For example, an employee authorized to sign financial documents under a power of attorney.

The document can be sent by mail. In this case, please send by registered mail. Be sure to fill out an inventory of investments. In court, it will be considered confirmation that you have complied with all the rules of the claim procedure.

Terms for consideration of requests by the operator

In accordance with paragraph 7 of Art. 55 of the Federal Law “On Communications” the period for consideration of subscribers’ requests should not exceed 30 days. However, the period may be extended when sending a claim by mail, taking into account the time it takes to deliver the application.
If the response from the organization is not received within the prescribed period or is not satisfactory to the subscriber, then he has the right to contact law enforcement agencies. If the date of registration of the request falls on a weekend or holiday, then it will be registered on the first working day after.