Complain about Megafon - how to leave a complaint in different authorities

Megafon subscribers are consumers of mobile operator services. In case of violation of their rights, each client of the company can contact the appropriate services with a complaint in order to achieve a fair solution in the current situation.

There are different ways to achieve a lawful resolution of issues related to the illegal actions of a mobile operator.

File a complaint on the Megafon official website.
Come to the company office with a complaint.
Involve Rospotrebnadzor in resolving the issue.
To Roskomnadzor.
To the Prosecutor's Office.
To court.

How to file a complaint on the Megafon official website

One of the possible ways to reach the management of the mobile operator Megafon is the opportunity to write an appeal on the official website of the company. To do this you need to take several steps:

Go to the main page of the site https://www.megafon.ru , where you need to select your region.
At the bottom of the page, click on the “Contact MegaFon” option.

Select the “Write a letter to us” option. In the window that appears, indicate:

Subject of the appeal.
Subject of the letter.
Write a claim at any speed, adhering to the norms of business correspondence, without insults or threats.
Attach a file with documents.
Enter MegaFon number.
Enter the last name, first name and patronymic of the owner of the MegaFon number.
Contact email address.
Contact number.
Indicate your name.
Confirm that the entered data is correct.
Enter the code from the picture and send a complaint.

You can complain about the work of the Megafon branch, about the quality of the services provided, or with any other complaint by calling the toll-free number: within Russia 8-800-550-05-00, from anywhere in the world (toll-free) +7926-111-05-00. Megafon call center: 0500.

You can file a claim against Megafon at the company’s office. The appeal can be written either to the address of the branch or to an appropriate person from the management apparatus. Please note that there are no strict restrictions on writing a complaint.

Sample sample of writing a complaint against Megafon

To the Capital branch of PJSC MegaFon

From Kravets Alexander Sergeevich

Living at the address: Moscow, st. Zapovednaya 52A, apt. 7

Tel. home()

Tel. mobile: +7 (926)5215857

Claim

I, Kravets Alexander Sergeevich, while on the high-speed train “Sapsan” on June 05, 2015, paid for the “Wi-Fi in SAPSAN” service from the mobile phone account +7 (981) 5213856 in the amount of 770 rubles.

When registering for the service, the telephone number was entered: 9265215857. Payment for the service was made from the account of the MTS mobile number +7 (981) 5213856.

The service turned out to be inoperative.

In this regard, on June 11, 2015, I submitted an application for a refund of funds for the “Wi-Fi in SAPSAN” service to the personal account +7 (926) 5215857. Application number 65698. The money was never received into the personal account.

I demand a refund of 770 rubles spent on paying for the service.

Please inform me about the decision in writing by sending a response to the address Moscow, st. Zapovednaya 52A, apt. 7.

Please inform me about the status of consideration of the claim orally or via SMS by phone +7 (926) 5215857.

Kravets Sergey Alexandrovich signature

05.06.2015

At the bottom of the complaint, the office employee must indicate his last name, first name and patronymic. Set the date. Write: “I accepted the application.” Signature and seal.

To show the seriousness of your intention to reach a victorious end, you can immediately write 5-6 copies of complaints, on which a Megafon office employee must sign, date and stamp. In case of a negative decision or inaction on your claim, they will serve as evidence of your appeal to the mobile operator company when filing complaints with Roskomnadzor, Rospotrebnadzor, the prosecutor's office, or the court.

Helpline number for calls from Moscow and abroad

+7 926 111 0500

If you are in international roaming, calls to +7 926 1110500 will be free for you. For calls from Moscow and from foreign numbers, you can also use the number +7 495 507 7777. Please note that calls to the specified contact center number are paid in accordance with the tariffs of your telecom operator. We recommend using the number +7 495 507 7777 for calls from abroad from phones of other cellular operators and landline numbers outside of Russia.

The telecommunications subscriber service advises clients on all issues related to subscriber services, changing and updating the tariff plan, setting up mobile Internet, connecting and disconnecting paid services and other topics. To provide services, the hotline operator may need your personal passport data. For connecting additional services, a fee may be charged in accordance with the operator’s tariffs.

How to write a complaint against the Megafon operator to Roskomnadzor

You can file a complaint against your mobile operator with Roskmonazor. This Federal Service belongs to the executive authorities, which exercises supervisory control in such areas as communications, mass communications, and information technology. The main precedents for contacting the federal service are frequently recurring situations and problems of a mass nature, and poor communication quality.

You can complain to Roskomnadzor:

online through the service website,
by e-mail,
by phone,
by fax;
send by letter via regular mail.

A quick way to contact Roskomnadzor is to write a complaint on the FS website. To do this you will need:

Go to the page rkn.gov.ru/news/rsoc/ and select the option “Appeal from citizens and legal entities” - “Generate an appeal.”
Select a theme in the window that appears. For example, “Provision of communication services (Internet, mobile communications, mail, telegraph, radio, TV, etc.).”
Select who the appeal is addressed to.
Indicate your contact information and how to send a response (by postal or email address).
Write a claim.
Enter the security code and send a complaint.

One of the available ways to submit a claim to the federal service is to write an email and send it to [email protected]

You can contact the public service information center on Monday-Thursday from 9:00 to 18:00, on Friday from 9:00 to 16:45 by phone (495)987–68-00 or fax (495)987–68- 01.

A longer way is to send a complaint to Roskomnadzor by regular mail. FS address: 109074, Moscow, Kitaigorodsky pr., 7, building 2. In order for the complaint to be accepted for consideration, the envelope must indicate the full address of the sender of the letter, last name, first name and patronymic. In the header of the complaint - your contact information (address, phone, fax, email).

Court

This is an extreme measure, but sometimes it has to be used. The procedure for filing a claim does not differ from standard appeals. In addition to solving the main problem, the subscriber has the right to demand compensation for moral damage. Although in the conditions of our country, such precedents are too rare. When going to court, you must attach to the claim:

Copies of previously filed complaints, decisions on them.
A copy of the service agreement signed with the operator.
Detailed account information.

How to write a complaint about Megafon to Rospotrebnadzor

Megafon subscribers can file a complaint with Rospotrebnadzor regarding the provision of low-quality services and other violations that fall under the jurisdiction of the Law “On the Protection of Consumer Rights”.

The appeal is written to the head of the authority at the place of residence or simply addressed to the Federal Service for Supervision of Consumer Rights Protection and Human Welfare in the locality. Documents and files confirming the fact of violation of the rights of a Megafon subscriber will help speed up the process of considering a claim:

a copy of the application to Megafon to solve the problem;
copy of the response to the application
a copy of the complaint to the senior manager of the Megafon company office or a complaint submitted on the company’s website:
checks, their copies;
call printout;
witness statements;
audio and video files;
photos;
copies of bank statements.

Another option to seek help from Rospotrebnadzor is to write a complaint online on the official website of the department rospotrebnadzor.ru/virtual/feedback. Using the prompts in the window that appears, you will have to fill out all the fields of the questionnaire, informatively state the essence of the appeal, without exceeding the limit of 2000 characters. Support the complaint with documents in the permitted format.

It is possible to complain about Megafon in person at the Rospotrebnadzor institution at your place of residence or send a fax there. And also verbally by calling the hotline: 8-800-100-00-04 from 10-00 to 17-00 Moscow time, break from 12-00 to 12-45. Calls from all locations in the country are free.

The period for consideration of a complaint filed by any of the above methods is thirty days.

Code from SMS

“I can’t receive SMS, please receive it on your number” - the scheme is mainly designed for schoolchildren who do not understand the seriousness of such requests. The point is that the code received and communicated to the scammer can lead to the appearance of mobile subscriptions on your number. also a high probability that funds will disappear from your account . We recommend that MegaFon subscribers do not give in to such requests - this will allow them to completely protect themselves from such fraud.

How to complain about the Megafon mobile network to the Prosecutor's Office

If rights are violated by a mobile operator, Megafon subscribers can file a complaint with the Prosecutor's Office at their place of residence. The rules for filing a claim with this authority are the same: without insults or threats, adhering to the norms of business correspondence.

In the header of the complaint to the prosecutor's office, you can indicate the address of the locality of the government agency or directly contact the official. Be sure to write who the request is from and all your contacts.
In the main part, state in detail the essence of the complaint, referring to the legal basis, your request (requirements).
In the final part, sign with a transcript and indicate the date. At the very end there is a list of accompanying documents. In addition to additional documents, when contacting the prosecutor's office, you should add a photocopy of your passport.

After registering a complaint, the response time of the prosecutor's office is 30 days.

You can file a complaint against Megafon with the Prosecutor's Office as follows:

A letter to the prosecutor's office.
Online through the Internet reception, district and city prosecutors.
By email.
In writing at the prosecutor's office.

Sample complaint against Megafon to the Prosecutor's Office

Below you can see a sample complaint against Megafn to the Prosecutor's Office, drawn up using the above example.

To the Babushkinsky Interdistrict Prosecutor's Office of Moscow

From Kravets Alexander Sergeevich

living at the address: Moscow, st. Zapovednaya 52A, apt. 7

Tel. home()

Tel. mobile: +7 (926)5215857

Complaint

I, Kravets Alexander Sergeevich, ask to protect my rights in connection with the return of funds for payment for poor-quality services from the mobile operator Megafon. While on the Sapsan high-speed train on June 05, 2015, I paid for the “Wi-Fi in SAPSAN” service from my mobile phone account +7 (981) 5213856 in the amount of 770 rubles.

When registering for the service, the telephone number was entered: +7 (926)5215857. Payment for the service was made from the account of the MTS mobile number +7 (981) 5213856.

The service turned out to be inoperative.

On 06/05/2015 I wrote a complaint to the Megafon company office demanding the return of 770 rubles spent on paying for the service, citing Article 24 of the Russian Law “On the Protection of Consumer Rights”. I did not receive a response to the complaint.

Considering the above, please help me:

1) return the amount of 770 rubles spent on paying for the “Wi-Fi in SAPSAN” service;

2) return the funds spent on travel to the Megafon office and legal advice on this issue.

Please inform me about the decision in writing by sending a response to the address Moscow, st. Zapovednaya 52A, apt. 7.

Kravets Sergey Alexandrovich signature

06.06.2015

List of accompanying documents:

a copy of the application to Megafon for a refund - 1 piece (1 page) a copy of the response to the application - 1 piece (1 page) a copy of the complaint to the senior manager of the Megafon company office - 1 piece (1 page) a copy of the check for the payment of legal services 1 copy of tickets - 2 copies of a printout detailing expenses from the personal account +7 (981) 5213856 - 1 piece (1 page) copy of a printout detailing the receipt and expenditure of funds from the personal account +7 (926) 5215857 for three months - 1 piece (2 pages).

Threats and blackmail

Fraud using social engineering involves influencing some of a person’s “sore spots.” Fraudsters often send threatening SMS messages, trying to defraud MegaFon subscribers of money . At the same time, they often put pressure on bank cards, as well as on children - fear for their money or fear for their son or daughter is triggered. In such a situation, a person can perform the most unimaginable actions.

MegaFon subscribers can protect themselves from such fraud by simply not reacting to it. If scammers threaten to block your account, call your bank. If scammers are threatening children, call your children and find out how they are doing. You can report threats and blackmail to MegaFon and the police - they will figure out what to do next. We will tell you how to report fraud to MegaFon a little later.

What to do if contacting Megafon did not help

A complaint about the service and quality of communication services sent directly to Megafon does not go unnoticed. The subscriber quickly receives a response from the staff, and the problem is usually resolved in his favor. But this doesn't always happen. You have to think where to complain about Megafon if the first appeal did not help.

In Russia, there are several bodies for receiving and processing claims among the civilian population:

Rospotrebnadzor.
Roskomnadzor.
OZPP.
FAS.
Prosecutor's office.

The first organization deals with consumer complaints, which they can send to the website rospotrebnadzor.ru. Unfortunately, Rospotrebnadzor does not resolve financial disputes. Therefore, in a case where a person’s money was wrongfully written off, you should not contact us here.

Roskomnadzor is the body that monitors compliance with Russian legislation on the Internet. You should contact us here if Megafon sends out mailings with illegal content. The organization also accepts complaints about the poor quality of mobile communications and the Internet.

You can contact Roskomnadzor as follows:

By filling out the form on the page rkn.gov.ru/treatments/ask-question.
By sending a letter to the address of the regional authority.
By visiting your local branch in person.
By fax using the main department number (84959833393).

OZPP is the Society for the Protection of Consumer Rights. In its focus, the OZPP is similar to Rospotrebnadzor, but the range of its obligations is slightly different.

Attention You can contact the authority through the website ozpprf.ru.

FAS or the Federal Antimonopoly Service is designed to regulate the actions of telecom operators in the field of finance and advertising. If the essence of the appeal is related to one of these problems, then you should contact the website fas.gov.ru.

The prosecutor's office is the last organization whose help you should turn to. It's all about the complexity of completing the application. A person without basic legal knowledge simply will not be able to draw up a claim in such a way that it will definitely be considered. After considering the appeal, the previously mentioned bodies themselves send a request to the Ministry of Finance or the prosecutor's office.

Where is it better to complain about Beeline?

When thinking about where it is better to send a claim to Beeline, first of all it makes sense to visit any Beeline office.
On the website you can find the points closest to you by address and see their location directly on the map online. Each specialized department must have a Beeline complaint book, where you can write down your complaint by photographing it afterwards. The management undertakes to eliminate the violations within three days and give you a response to the address and telephone number you left no later than within five days. In the complaint book entry, you must enter the date of your appeal, clearly state the situation and your legal requirements, and leave personal data and information for contacting you.

If the reason for the appeal concerns the financial side, the return of funds, you should file a complaint about the service and work of Beeline by filing a claim. We’ll look at where to submit it and how to do it next.

Call the support line

The fastest way to file a complaint is at any time with the Beeline hotline. Telephone numbers for receiving complaints:

8 800 700 0611;
0611;
+7 495 797 2727 – for subscribers located in the Beeline international roaming zone.

The call center employee, while remaining on the line, will check the necessary information and also advise on your further actions if the cause of your dissatisfaction could not be eliminated immediately.

Through your personal account on the operator’s official website

It’s not faster, but it’s more convenient to write a complaint against Beeline online - from the company’s official website by logging into your personal account. The application is received by the support department, for which you need to go to the specialized form in the contacts section. In your personal account, when filling out an application to the support service, do not forget to fill out the feedback form. You can send a claim to Beeline through your personal account after registering it.

It is equally convenient to write your complaint to Beeline by email. Email address for claims against Beeline: The text requirements will not differ regardless of where and how you want to file a claim. Write it in a timely manner and referring to legislative acts so that the Beeline company cannot evade responsibility.

Through mobile applications and social networks

Modern information technologies allow you to write your complaint to the company’s management even using a smartphone in a matter of minutes:

Complain to Rospotrebnadzor or court

You have the right to file a complaint against Beeline with Rospotrebnadzor if the company itself does not respond to your complaint or wrongfully refuses to satisfy your demands.
A prerequisite is that before complaining to Rospotrebnadzor, an official appeal directly to the violator is mandatory. You must have documentary evidence in your hands that you really contacted Beeline and tried to resolve the situation peacefully. The competence of Rospotrebnadzor is control over compliance with consumer rights and supervision of the fulfillment of their direct obligations by individual entrepreneurs, legal entities, and government agencies. But this structure begins to act only upon filing a complaint, which cannot be anonymous.

You can submit an application with complaints about the work and actions of Beeline in person to the territorial department, by registered mail, or on the Rospotrebnadzor website. You can also contact us by phone 8.

However, complaints regarding the return of money and recalculation of fees for services are not within the competence of Rospotrebnadzor. The court may satisfy such requirements.

Complain to the OPP about Beeline

Another organization to which a claim against Beeline’s actions can be filed is the Consumer Rights Protection Society (CPS). Here you can get qualified advice on your issue and help in resolving it.

Ways to contact the OPP:

Sending an email to an address
Call the hotline at +7 915 300 4182.
By registered mail with return notification and a list of attachments (in Moscow to the address Smolensky Boulevard, 7).

However, this organization will still not resolve property disputes.

Application Options

To leave a complaint with Beeline, you can use the remote method, personally visit the office, or send documents through the post office. You should write the appeal in two copies at once, demand a note about the registration of the complaint and prepare evidence that rights have been violated.

Book of complaints online

You can write a claim online in your Beeline account. The complaint is sent to a special customer service department. These employees are interested in reducing the number of violations and review every complaint. Instructions:

Log in to your personal account after registering.
On the main page, find the “Ask a question” tab.
Select the “Feedback” item.
Click on the column “Communication quality” or another position that reflects the essence of the problem. An application form will appear that you need to fill out and submit.

Free form writing still implies specifics. The complaint must consist of three parts. The first indicates the personal information of the sender, the second indicates the essence of the problem, and at the end the grounds for the complaint are stated.

Letter

You can write a complaint yourself and send it by email to the customer department at the following address: Sending is permitted only through the applicant’s personal email address.

Contacting a communication salon

You can file a claim directly at the office if you come to the department with your passport. Office staff are required to register a complaint and send it to customer support. You should write down the complaint number so that you can later have proof that the complaint was submitted.

If Megafon did not answer, then where to turn?

However, if there is no response from the operator to the complaint, you can do this:

send another complaint, but not online, but through an official representative of the company in your city, ensuring that the document contains information about the acceptance of the complaint;
call the Megafon hotline and report that you have sent complaints, indicate their number and warn that if there is no response, you will be forced to seek protection of your rights in other authorities.

Next you can contact:

to Rospotrebnadzor - if your rights as a consumer were violated, for example, you paid for a service, but it was not provided;
to the prosecutor's office - with a complaint about unlawful actions of Megafon employees, for example, if you were deceived when buying a phone in the salon or were charged for unused services, or if personal data was leaked;
to Roskomnadzor (a supervisory body that directly controls the work of all telecom operators) - in case of any problems with communication, in case of violations of consumer rights, in case of systematic failures, in case of illegal write-offs of funds;
to the FAS - if Megafon is misleading with advertising or information messages (for example, the tariff data in the message does not correspond to the true state of affairs);
to court – if the operator violates the terms of the contract.

But in principle, you can turn to the courts on any issue. If the issue is not within the competence of the judge, it will be transferred to the appropriate structure. A complaint about the operator’s inaction should definitely be addressed to a city or district court.

You will need documents:

passport;
the text of the complaint with a note indicating that it was accepted for consideration or evidence that the complaint was actually sent (notice of delivery of a registered letter, screenshot or photograph of the screen, appeal number, etc.);
calculation of penalties and damage caused by the action (inaction) of Megafon;
account details for refund;
an indication of the provisions of the contract or legal acts that were violated.

Filing a complaint is already a serious step. As a rule, Megafon responds quickly enough to any complaints and returns money without any problems or takes disciplinary measures against the offending employee. It is enough to contact online through the operator’s website. As a last resort, you can contact regulatory organizations or the court to achieve justice.