The subscriber is dissatisfied: Roskomnadzor has compiled a list of complaints against telecom operators

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Published: 10/04/2018

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Despite the fact that mobile network operators are constantly improving the quality of the services they provide, situations periodically arise when the rights of consumers in this area are violated.

• Where can you file a complaint against a telecom operator?
• Procedure for filing a complaint against a cellular operator Methods of filing
• Terms of consideration

The most common complaints from customers are:

• unjustified write-off of funds;
• provision of poor quality services;
• connection of additional services without consent;
• changing the terms of the contract or tariff plan without notice;
• disclosure of private telephone conversations;
• inappropriate communication between company employees.

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.

Reasons for complaints

To resolve minor issues, just call the operator or visit the company’s website. If more serious problems arise, a formal statement will be required for the following reasons:

• Unsatisfactory quality of service delivery . Lost network signal, low Internet connection speed, etc. It is important to understand that the occurrence of problems due to external circumstances, for example at metro stations, is not the fault of the operator. In other cases, you must file a claim.
• Hidden debiting of funds from a subscriber's account . If money is lost in favor of dubious services, you must immediately submit a statement to the company. With the help of an official claim, you will be able to recover lost funds.
• Advertising SMS mailings and spam attacks . Short messages should be informative with a minimum amount of advertising. If the content and quantity go beyond the subscriber’s comfort level, then you should contact the operator to disable the mailing.
• Paid subscriptions . Automatic activation of dishonest additional services can lead to debiting all funds and blocking the user. Fraudulent connections can be disabled, as well as the previous account status can be returned.
• Incorrect behavior of company employees . When interacting with an operator, you may encounter a violation of ethics, an unlawful refusal to resolve a problem, etc. Thanks to a personal complaint, indicating specific data, the employee will suffer disciplinary action.
• Changes in terms of use without notice . Automatic change of tariff plan without warning the subscriber is illegal. In this case, the telecom provider can justify its decisions by the expiration of the terms and conditions. Changes may be reversed upon filing a claim.

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Where should I complain about Beeline?

You can leave a complaint about poor quality service or violations of consumer rights at the Beeline customer service center. To do this, you will need to draw up an application in 2 copies, one document must be kept for yourself, and the other must be given to the staff. Another option is to visit the official website of the operator with the same intention.

To write a complaint, click on the chat icon in the upper right corner - “Ask a question”. Another option for leaving a complaint is the client’s personal account.

We recommend reading: How can a specialist use the Beeline support service online chat?

Consideration of a complaint in Beeline

Contact Roskomnadzor

This is a specialized organization whose scope of activities includes the consideration of citizens’ appeals to companies providing telecommunications services. As a result, the accuracy of the data is checked, and the required measures are taken to correct the current situation.

There are no restrictions on citizen requests - anyone can submit a corresponding statement about the quality of telecommunications services.

Channels of communication with the Federal authority for filing a complaint:

1. Via email - [email protected]
2. Through Russian Post, at the address 109074, Moscow, Kitaygorodsky pr., 7, building 2.
3. The official Internet resource is https://rkn.gov.ru/forms, where you should click on the active “form an appeal” button.
4. Public electronic reception https://rkn.gov.ru/treatments/ask-question/.

For more information, please call: 8(495)-983-33-93.

Complaint to Rospotrebnadzor

Rospotrebnadzor is an organization that should be contacted if violations are identified in the provision of services by a mobile operator.

To write an application you need:

1. Send your request in writing via Russian Post to the specified address - 127994, Moscow, Vadkovsky Lane, building 18, buildings 5 ​​and 7.
2. Call number 8 (499)-973-26-90.
3. Fill out an appeal on the department’s Unified Portal (active button “Appeals from Citizens”) via the link - https://www.rospotrebnadzor.ru/grazhd.

Important! The previously used email address is no longer used to receive applications from citizens.

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Complaint to the Society for the Protection of Consumer Rights

The third option is suitable for finding a way out of the current conflict situation. Specialists from the interregional organization of the Society for the Protection of Consumer Rights will provide a legal assessment of the application. They will also conduct an examination of the services received by the subscriber.

Available forms for contact:

1. By phone: 8(499)-241-40-87, 8(499)-241-43-10, 8(495)-790-48-22. The first two numbers are available during business hours, the third is available around the clock.
2. Via email: [email protected]
3. In person or in writing to the head office address : Moscow, (metro station Smolenskaya, Park Kultury) Smolensky Boulevard, 7 (or 7/9).

Additional methods

If the options listed above do not help, then a citizen can always submit an application to both the prosecutor’s office and the court. The Dobrodel portal is also available to Muscovites - https://dobrodel.mosreg.ru, where you can register a complaint absolutely free.

The problem is analyzed by the portal and then forwarded to the competent authority. The applicant receives a list of possible options for resolving the dispute and deadlines for their implementation.

Only registered users of the site can leave a complaint.

Article on the topic: How to call a Beeline operator?

Renewal of the contract at Beeline

Re-registration of a SIM card is a procedure that does not cause difficulties. It is enough to collect the papers and take them to one of the cellular centers. Such simple actions will help save nerves, money, and make it possible to use the available functions of Beeline.

Why is it worth re-issuing a SIM card for yourself?

Only the owner of a SIM card, the contract holder, can use the opportunities provided by the Beeline operator. No one else has the right to carry out actions with the card. If your SIM card is broken, it is recommended to contact Beeline to replace it. The procedure can be carried out by the person indicated in the contract as the number holder. There are other unforeseen situations that may arise for an unregistered owner:

1. The official holder can block the number remotely. The nominal owner cannot do this, nor can he unblock it.
2. The card owner has access to the funds in the account and can use them at his own discretion.
3. The owner can connect to various services, including paid ones.
4. A registered user can withdraw money from a mobile account to a bank card. This is a legal procedure, so the nominal owner cannot prevent this.

Recommendation! To protect yourself from unscrupulous sellers and scammers, you should re-issue the Beeline mobile company card in the name of the new owner after purchase.

What is needed to change the owner of a SIM card?

In the absence of the current owner, Beeline managers do not have the right to issue a card. In addition, there are a number of conditions for re-registration of the agreement:

1. Availability of a package of documents. This is a passport, a legally certified power of attorney from the previous owner, if he is not able to visit the office.
2. Fill out an application for re-registration of a number using a special sample.
3. Pay for the service. Unfortunately, renewal of the contract is a paid procedure. The cost of the operation is 50 rubles. Until the procedure is paid for, re-registration will not begin.
4. To reissue a card, the balance must be positive. This is a prerequisite for starting the user change procedure. If there is a debt, it needs to be paid off.

How to write an application correctly?

The first is the correct volume. Each portal has its own, and you are not allowed to go beyond it.

The text of the statement should be written to the essence of the problem, with a list of facts, without expressing a subjective assessment. It must contain specific information:

1. The date the dispute arose.
2. Office address, as well as the last and first name of the employee - if the event took place in the office.
3. Supporting documents and an agreement for the provision of services by the operator. If you have copies on hand, they must be certified by a notary.
4. Personal details of the applicant and his contact details.

How to file a complaint against a mobile operator

The claim is stated in simple written form without special writing requirements. However, the document must contain the following elements:

• Address of the applicant and company. The entry occupies the upper right corner of the sheet. Enter the name of the supplier company against which the claim is being made, the full name and position of the main manager of the department. Then the personal information of the applicant is indicated.
• The heading “Claim” is in the center of the document.
• Content. Provided in any form, but with mandatory coverage of all details of the violation.
• Applications. Any possible evidence of the problem. The fact can be expressed in a cash receipt, a document and its copy, a screenshot, a printout, etc. An important point is that the original sources of evidence must be in the hands of the subscriber, because It may be necessary to contact a higher authority if a claim is denied.
• Date, signature and its explanation.

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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.

Application review period

The maximum period for consideration of subscriber requests is regulated by Federal Law No. 126 - Federal Law “On Communications”. It is 30 days from the date of receipt of the application.

When sending a document by mail, take into account the extension of the deadline for the period of delivery of the application and response to it. If the response from the company was not received on time or turned out to be unsatisfactory, then the citizen has the right to contact government and law enforcement agencies.