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Published: 08/30/2018
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Megafon subscribers have the right to send a complaint to the operator if they were provided with services of inadequate quality or money was written off unjustifiably. The complaint must contain a request for a refund or provision of a service.
- Grounds for filing a complaint
- How to file a complaint on the Megafon website
- How to write a letter of claim
- Deadline for responding to a complaint
- If Megafon did not answer, then where to turn?
Reasons for appeal
The rights of cellular subscribers are regulated by a number of regulations. Let's look at the main ones.
| Consumer rights | Possible violations | Basis by law |
| The right to provide quality communication services | Interruptions in the provision of communication services, low data transfer speeds, etc. | Clause 6 of the Decree of the Government of the Russian Federation of December 9, 2014 No. 1342; Art. 4 of the Law on Protection of Consumer Rights. |
| Refusal to return money for poor quality services provided | Art. 29 of the Law on Consumer Protection | |
| The subscriber should be provided only with those services for which he gave his consent |
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Where can I complain about the quality of Megafon communications and Internet services?
If the support service specialists were unable to competently answer the subscriber’s question or solve his problem even after filing a request, then it makes sense to go to the company’s office to register a written complaint. It is better to prepare the application in advance in two copies, indicating the reasons for the application and other circumstances that may be relevant to the case.
You should not dilute the drafted complaint with a description of your emotions; you should limit yourself only to citing the necessary facts. One copy of the application must be given to the office staff, and the second copy must be kept for yourself, asking the specialist to make a note on it that the complaint has been accepted (including the date of acceptance, signature and position of the person in charge). The period for consideration of such an application can be up to 60 days.
Procedure for filing a complaint through the official Megafon website
On Megafon's official website you can use a publicly accessible form to contact the company. To do this, click on the “Write to us” button and fill out the form that opens:
- Select the subject of the appeal.
- Fill in the information about the mobile number and its owner.
- In free form, describe the essence of the request, indicating all the important data: dates, personal information of employees, write-off amounts, etc.
- Depending on the subject of the request, additional fields may appear.
- Leave your details: full name, email address and contact number.
Application form
After filling out and sending the application, you just have to wait for a response to the specified email.
How to file a claim with Megafon
Any request to the operator can be made in free form, describing your problem in detail. However, a claim is a formal legal document that must contain all the necessary information.
Regardless of the subject of the complaint, it must include:
- a cap indicating the recipient and applicant;
- the essence of the complaint with a description of the problem;
- requirement to the company: return money, disable services, disable advertising, etc. Also, in the text it is better to refer to the rule of law on which the consumer’s requirements are based;
- desired method of receiving a response: by mail or email;
- date and signature.
Also, the claim must be served correctly: you must have proof of the transfer of the claim to Megafon. This could be a confirmation of delivery from a company employee or a notification of delivery of a letter.
Sample claim
You can read more about the process of drawing up and filing a claim in our article.
Required documents
Documents confirming the stated facts must be attached to the complaint. Depending on the topic of the appeal, the set of documents may be different:
- personal account statement;
- screenshots of SMS spam;
- call printout;
- photo or video from the Megafon salon, etc.
Deadlines for responding to a complaint
The generally accepted time limit for responding to a complaint is 30 days, but in some cases the law establishes shorter periods. Thus, a claim for violation of consumer rights must be answered within 10 days (Article 31 of the Law on the Protection of Consumer Rights).
How to write a complaint correctly
One of the main conditions for acceptance of an application is its execution. The complaint must be in the correct form, which allows the operator to obtain all the necessary information. The application must include the following 6 items:
- To whom is the appeal addressed?
- Information about the applicant.
- Clauses of the contract or legislation that were violated by the operator when providing services.
- Title of the document. The most commonly used concept is “Application” or “Claim”.
- The main part is the reason for contacting. The situation should be described dryly, without showing emotion.
- Requirements that the operator must fulfill.
The list of attached documents is optional. But it is the evidence base that is the reason why the complaint is resolved in favor of the MegaFon client. To certify the completed application, the applicant must sign and date it.
A complaint against an operator is the most effective way to resolve a conflict situation. An appeal to higher authorities will be required only if the company refuses to accept or process the appeal or denies the very fact of committing an offense.
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Where to go if the problem is not resolved pre-trial
If negotiations with the operator yield nothing, the relevant authorities will have to be involved in solving the problem. Below is a list of places you can contact for help.
| Name of authority | Competence | How can I contact |
| Roskomnadzor |
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| Rospotrebnadzor | Violation of consumer protection legislation:
|
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| Federal Antimonopoly Service | Violation of advertising laws:
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| Prosecutor's office |
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| Court | Any dispute, mainly of a financial nature | File a claim with the court at your place of residence. More details |
Required documents
For a complaint to be effective, it must be justified. Therefore, all documents related to the issue of appeal must be attached to the complaint, as well as to the claim. In addition, you must attach a copy of the complaint and the response to it (if any).
Samples of complaints and statements
When drawing up a complaint, you must be guided by the same rules as when writing a complaint, and also take into account the norms of the law on citizens' appeals. Thus, the application will not be considered if:
- The applicant’s full name and address for response (postal or electronic) are not indicated;
- the essence of the applicant’s appeal is not clear;
- the text of the appeal contains obscene language, insults or threats.
Sample complaint
Complaint to Roskomnadzor
Each subscriber has the right to file a complaint against the operator with Roskomnadzor - this is a federal service that belongs to the executive branch and exercises supervision and control in the field of provision of communication services, mass communications, and information technology. The reason for writing complaints to Roskomnadzor is problems of a widespread nature, unsatisfactory quality of communication. You can send a complaint to Roskomnadzor in one of the following ways:
- leaving a complaint on the website: rkn.gov.ru/news/rsoc – Citizens’ appeal – Form an appeal;
- send a complaint to an email address;
- leaving a complaint by phone: (495)987–68-00 or sending it by fax number: (495)987–68-01;
- by sending a complaint by mail: 109074, Moscow, Kitaygorodsky pr., 7, building 2. In order for the complaint to be accepted, it is necessary that the full address of the sender and full name are indicated on the envelope.
Arbitrage practice
Courts quite often take the side of Megafon subscribers when resolving disputes regarding the protection of consumer rights. Interesting examples from judicial practice include:
- The plaintiff connected a tariff, according to the terms of which it was possible to make unlimited calls to Megafon subscribers for 9 rubles per day. However, after some time the SIM card was blocked, explaining that the subscriber was “calling too much.” By appeal ruling dated July 5, 2012 in case No. 33-6750, it was decided to recover compensation for moral damages and reimbursement of legal expenses from Megafon OJSC.
- By decision of February 13, 2019, in case No. 2-273/2019, PJSC Megafon was awarded compensation for moral damages and a fine for unjustified debiting of funds from the account for services that were not provided.
- In the absence of the subscriber's consent, the cellular operator was replaced and the service of the previously existing subscriber number was terminated. By decision of August 22, 2018, in case No. 2-1793/2018, compensation for moral damage and a consumer fine were collected.
Appeal to higher authorities
What to do if you couldn’t get a solution to the problem from? Where to complain if the previously described methods did not bring results? There are several options where a client can turn:
- Roskomnadzor. Being a supervisory authority for all mobile operators, this department is able to force the organization to carry out its activities in accordance with the regulations and the agreement concluded with the user.
- FAS. You can file a complaint with this service only if the client’s problem is related to regularly receiving spam emails from ten-digit numbers.
- Rospotrebnadzor. The cellular communication service is provided to the consumer, which means that if the client’s rights are violated, this agency can take his side and exert the necessary influence on the mobile operator.
- Judicial authority. Filing a claim against a cellular operator only makes sense if it is impossible to solve the problem in any other way.
Lawyer's answers to private questions
I put money on the number, but it never came. What to do?
First of all, you need to have proof of sending money - a check from the terminal, a certificate from the bank, etc. If there is such a document, you need to write a claim to Megafon.
My number, which I had not used for some time, was resold to another person. Did the operator have the right to do this?
The contract for the provision of services usually specifies the period after which the contract is considered terminated if the subscriber does not use the connection. Each company has its own. If the operator has not violated this deadline, then his actions are legal.
I bought a SIM card, but didn't use it. Megafon sent a letter about the need to repay the debt. How not to pay?
The consumer is not obligated to pay for services that were not provided. Therefore, you can safely not pay the specified debt.
Someone issued a SIM card using my passport data, and I am receiving bills. How to block a card?
First of all, you should contact your operator with a request to block such a SIM card. And then file an application with the court to declare the contract for the provision of communication services void.
Causes of problems on Megafon
Before filing a complaint against a company, you need to find out the cause of the problem. Subscribers may experience unexpected charges and not understand why this is happening. This problem is easy to explain:
- The subscriber has debts to pay bills on other numbers.
- You may have accidentally subscribed to a paid newsletter.
- You activated a certain service, but forgot about it.
- You did not take into account the tariffs and called long-distance or abroad.
- You accidentally accessed a scam site from your smartphone and unknowingly signed up for some mailing list.
There may also be other reasons:
- Communication is poor quality or completely absent.
- At the Megafon office they did not communicate with you correctly and were rude to you.
- You were provided with incorrect information about the tariff plan.
- You cannot reach the customer support center.
There are a lot of different reasons, and you need to know where exactly to file a claim and how to complain competently.
Summary
The Megafon operator has two hotlines. You can call 8-800-111-05-00 for free from anywhere in Russia, and call +7926-111-05-00 from anywhere in the world.
If the call center is very busy, use alternative communication methods: online chat on the website and in your personal account, contacting the support service through the form on the website with a return response to your email.
Before contacting, try to find the answer to your question on the website in the “Support” section - the most frequently asked questions are collected there, and in 90% of cases the answer is on this page. Good luck!
Reasons for dissatisfaction with the company's services
There can be many reasons for customer dissatisfaction. Among the most common are:
- low level of service;
- poor network quality;
- insufficient coverage;
- Regular receipt of spam, various subscription offers, etc.
If you are not satisfied with the service, you should file a complaint.
Types of claims
An appeal to a cellular communications organization containing any dissatisfaction is distinguished depending on the reason for the dissatisfaction:
- lack or poor connection;
- unjustified withdrawal of funds;
- Internet problems;
- unprofessional or rude attitude on the part of an employee of the organization;
- connection of paid services without the client’s consent;
- refusal upon termination of the agreement, etc.
Where to go first
If any claims arise, the first person to be alerted to is the head of the organization. It is to the director that the complaint is addressed.
As a rule, it ends up in a special department authorized to consider such applications.
The company's employees are interested in eliminating all the client's dissatisfaction, since otherwise similar persons may complain to other authorities, which does not have a very good effect on the operator's image.
How to write a statement correctly
You can call the operator with your complaints, but it will be much more effective to put them on paper. So, if you are not satisfied with the connection or something else, you should contact the company with a statement that should contain:
- Full name of the addressee and applicant;
- contact details of the parties;
- details of the agreement previously concluded with the operator;
- Title of the document;
- essence of the claim;
- applications justifying the stated content on paper (if any);
- date and signature of the applicant.
Offline claim
The letter can be sent not only by e-mail, but also by regular mail. For this purpose, the document with all attached materials is sent to the official address of the company via a letter of recommendation with notification.
Complaint to Megafon: sample
The need to contact a cellular operator often arises, because mobile communications do not always please us with their quality. To know how to correctly write a complaint to Megafon, a sample is provided below.
Claim for refund
After downloading the claim form, in order to write a complaint for a refund, you will need to indicate in the document all the circumstances of the case as a result of which the funds were unjustifiably written off, justifying your claims with evidence.
Complaint about debiting funds
First, you need to determine on what grounds the money was written off. For this purpose, you can submit an application to Megafon regarding the written off funds. Perhaps the money was withdrawn quite legally.
For example, the client’s tariff changed or he used paid services. The situation is much more complicated if such actions were carried out as a result of fraudulent activities. For such cases, the operator’s online resource has a special “Fraud Protection” section.
You can confirm your claims with an account statement indicating the terms of the tariff plan, etc.
Spam complaint
If you often receive spam, you can unsubscribe from notifications by filling out a corresponding application. In addition, you can send a spam SMS to number 1911. However, if after all the actions taken nothing changes, it’s time to go with a complaint to government agencies.
How to complain on the official Megafon website
Today, many documents can be submitted via the Internet. So you can write a complaint to Megafon. The company's official website will help you with this. All you need to do is go to the address of the electronic resource where:
- select the section “Support” - “Frequently asked questions”;
- An online chat will appear on the screen;
- In personal correspondence, explain the situation to a specialist.
Where to turn if pre-trial proceedings do not produce results
If previous complaints have not yielded any result, contact one of the following authorities:
- Rospotrebnadzor;
- Roskomnadzor;
- FAS;
- court.
Application to Rospotrebnadzor
You can file a complaint against Megafon with Rospotrebnadzor in one of the following ways:
- fill out the form on the official website of the government agency;
- send a complaint by mail;
- personally visit the department of the authority;
- use the State Services portal.
Application to Roskomnadzor
There are also several ways to file a complaint against Megafon with Roskomnadzor:
- through the official website;
- send an email ( [email protected] );
- forward the complaint by mail to Roskomnadzor.
Application to the FAS
If there are still no results from the complaints, write a statement and submit it to the FAS in one of the following ways:
- send the paper to an email address ( [email protected] );
- use the official website;
- carry the materials personally;
- send documentation by mail;
- use the State Services portal.
Complaint to the prosecutor's office
If services are forced on you, or facts of fraud are discovered, you should contact the prosecutor’s office for help with an appropriate application.
Arbitrage practice
The court is a last resort if the pre-trial procedure did not help resolve the situation. After the claim pre-trial proceedings, you can write a statement of claim to the court. Judicial practice shows that justice is always on the client’s side, if he can argue and prove the violation of his rights by the operator.
Source: https://PravPotreb.com/zhaloby/megafon.html
When to complain
Subscribers are often not sure that there is a need to file claims with the operator. Many people are hesitant to complain about Megafon because they believe that the problem will go away on its own. But that's not true. Usually it is a claim that helps resolve a difficult situation.
It is worth writing a complaint when:
- The client encountered rudeness from the company's employees.
- The quality of communication has dropped significantly.
- Paid subscriptions are issued to the number without the subscriber’s knowledge.
- Money is withdrawn from a mobile number by mistake.
- There is a suspicion of identity theft.
- Attention
- If at least one of the presented problems occurs to the user, you need to complain about the Megafon operator to Rospotrebnadzor or another organization involved in dispute resolution.
