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Published: 08/29/2018
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If you use the services of MTS and are faced with poor-quality service, and also want to correct shortcomings and resolve controversial issues, you need to be able to correctly draw up and submit a claim.
- Reasons for filing a complaint
- Ways to file a complaint or send a claim Via the Internet
- Written complaint
Reasons for filing a complaint
It is important to be able to correctly formulate a claim so that the company cannot refuse to consider it. The following are the main reasons why MTS can satisfy a claim:
- The quality of services does not correspond to that stated in the contract.
- Poor connection quality.
- A large amount of spam.
- Connection of paid services without the client’s consent.
- Refusal to terminate the contract.
- Violation of client rights.
- Complaint against employees of the organization.
- Illegal debiting of funds from an account.
- Internet speed does not match that stated by the operator.
Reasons for writing a complaint against MTS
Law of the Russian Federation No. 26 of July 7, 2007 “On Communications” lists the rights of customers to good quality cellular communications, to receive a full description of services, and the amount of the subscription fee. In addition, the law prescribes the procedure for compensation payments to clients in connection with failure to fulfill obligations that exist between the parties to the contract.
Reasons for filing a claim:
- Inadequate quality of cellular communication.
- Poor connection or complete lack of Internet.
- Illegal debiting of funds from a client’s account.
- Receiving paid SMS newsletters.
- Poor work by MTS employees, as well as call centers.
- The company's reluctance to terminate a previously concluded contract.
- Violation of customer rights.
Any reasons that make it difficult to use communications give the company’s client a reason to complain about MTS.
Methods for filing a complaint or filing a claim
- Call the MTS hotline 8 (800) 250-05-05.
- Write via the online feedback form.
- Form a written claim,
fill it out and give it to the employees at the nearest salon.
Through the Internet
The most convenient way to file a complaint is via the Internet, on the mobile operator’s website. To do this, you need to take the following steps.
- Step 1. Go to the official website.
- Step 2. Fill out the feedback form.
- Step 3. Submit for review.
- Step 4. Company employees will contact you to clarify the nuances and resolve the problem.
The claim can also be sent by email to: [email protected]
Written complaint
In the written form of a claim, the following is stated in the upper right corner:
- Full name of the head;
- Full name of the person applying;
- residential address;
- Email;
- contact number.
The text of the complaint must describe the problem, focusing on the fact of violation of laws. The complaint/claim must be accompanied by documents to substantiate the claim (details of calls and funds, checks, etc.).
How to return an erroneous payment to MTS
Considering that people have been actively using mobile communications for more than 10-15 years, almost every subscriber has at least once encountered an erroneous transfer of funds and wondered whether it is possible to return funds that another subscriber at one point became the lucky owner of.
By the way, it is not for nothing that specialists from MTS receive their salaries, because they examined even such a seemingly insignificant problem in detail and rendered their verdict on its solution. It represents, thanks to which you can return the money subject to the following conditions:
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- The funds were sent to the number of another MTS subscriber;
- An error in the number consists of incorrectly entering no more than 3 digits;
- The order of the numbers in the phone number is violated no more than in the four-digit range;
- No more than 14 days have passed since the erroneous payment was made.
In order to successfully return the spent funds, MTS subscribers must contact the company’s contact center. You must have with you any of the payment documents confirming the payment to a specific phone number. You can contact the contact center in several ways:
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- By number 0890;
- Through the feedback chat, available in the subscriber’s personal account on the company’s website (instructions for registering a personal account are here).
In addition, you can get a refund if you fill out the appropriate application form. However, in this case it is also necessary to have a copy of the document confirming that the payment has been credited to the specified phone number.
Application addressed to the General Director
If it is not possible to fill out electronic forms and you need to contact them directly, as well as to draw attention to the problem at a higher level, you can write a letter of complaint addressed to the General Director.
The claim must be sent by letter to the address: 109147, Moscow, st. Marksistskaya, 4 or at the address specified in the contract.
If MTS employees are inactive, refuse to solve your problem and deny the very fact of its existence, you need to send a complaint to Rospotrebnadzor.
How to write an application to MTS for a refund of an erroneous payment
As for filing a statement about an erroneous payment, it needs to be given special attention. The application form is a one-page form with fields to fill out. You can enter all the information yourself, since all the fields required to fill out have an intuitive appearance and information marks.
The application form for the return of an erroneous payment to MTS can be downloaded from the following link.
The subscriber must enter the following data:
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- Full name (or full name of the representative, if necessary);
- Information about the identity document;
- Date of Birth;
- Place of registration;
- Address of connection to communication services;
- Contact details including email address;
- Number and date of the receipt or check with the erroneous payment;
- Information about the error committed;
- Information about the number to which the payment was to be made;
- Bank information;
- Date of application and signature of the subscriber.
The completed application form must be left at the MTS customer service department. After some time, the application will be considered, and the money lost due to an erroneous payment will be returned using the correct details.
The application is reviewed within 2 days from the date of its submission.
We note, of course, that the money will be received using the correct details only if the above conditions for the service for returning erroneous payments are met.
If, for some reason, you accidentally topped up a subscriber’s account not with MTS, but with another telecom operator, then in this case you need to urgently contact the operator to whose account you sent the funds, as well as support the bank (or terminal) through which the payment was made .
Source of the article: https://prooperatorov.ru/faq-mts/kak-vernut-oshibochnyj-platezh-mts/
Submitting a claim to Rospotrebnadzor and Roskomnadzor (on the website and in writing)
The most common option for filing a claim with Rospotrebnadzor or Roskomnadzor is an electronic form.
To draw up and send a claim to these authorities you need:
- Go to the official website.
- Select the “Appeal” section.
- Read the rules for filing claims.
- Click on the “Continue” button.
- Confirm your agreement with the procedure for considering the appeal.
- Fill out the form , attach files and submit a claim.
A complaint to Roskomnadzor is filed in the same way on the official website.
A written complaint to Rospotrebnadzor and Roskomnadzor can be drawn up in any form. An example sample can be viewed at the link.
Contacting the OPP
If Rospotrebnadzor did not help the client in returning the money, then it’s time to contact the Society for the Protection of Consumer Rights.
It is immediately necessary to warn that conflict resolution is a paid procedure. So if the monetary amount of contention is small, then there is no point in this appeal. OZPP is more effective than Rospotrebnadzor. Resolves conflict situations by returning illegally written off funds. This organization has its own portal where you can fill out an application. The process for filing a claim and the time frame for its consideration are similar to the application to Rospotrebnadzor.
How to leave a complaint on the MTS website
You can write a complaint against MTS directly on the website itself. If you do not want to wait until the letter is reviewed and the result is sent, it is recommended to use an online technical support consultant.
Go to the website – https://www.mts.ru/feedback/, then click on the Leave a Question button. The system will open a separate window, ask you to log into your personal account, and then redirect you to a simplified contact form.
If you use a special application, then you can write a complaint to MTS online directly from the program. Click on the appropriate column and find the feedback window. The service will connect you with a available employee. Ask your question to the operator, perhaps your complaint can be resolved amicably. If not, the consultant will record the claim and inform you about the results.
Leave a written complaint at the office
What is written with a pen cannot be cut out with an axe. Therefore, writing a complaint on paper is the most reliable way, especially when it comes to serious financial claims. To do this, you will need to spend more effort - come to the office, or better yet, to the central MTS communication salon in your city. Employees will need to ask for a claim form and fill it out. Take your passport with you - you will definitely need it. You will also need a contract for communication services, and if it is lost, restore your personal account number by calling technical support or in your personal account. This can be done in a communication salon, but it will require extra time.
To save time, the claim form can be downloaded, filled out and printed at home.
How to properly file a claim
The initial complaint must be made directly to the company itself. To do this, just go to the operator’s website and fill out a form specially designed for sending requests.
Applications of this kind are considered internally by the company, so no additional supporting documents are required from the applicant. If a complaint against an operator is sent to another authority, the procedure for filing it will be somewhat more complicated.
A legally sound complaint must include:
- full name of the organization indicating the legal address;
- last name, first name, patronymic and contact details of the applicant;
- name of the document (“claim” or “complaint”);
- a narrative detailing the circumstances, causes and consequences of the conflict. The essence of the problem must be stated clearly and correctly, avoiding emotional statements and profanity. It is important to indicate the number and date of the contract and the terms and conditions of the service specified in it. When presenting facts regarding violation of the terms of the contract or current legislation, it is advisable to insert references to those provisions of the law or clauses of the contract that were violated;
- the essence of the requirements. In this part, you can request an inspection or resolution of the situation. If the solution to the issue involves the return of funds debited from the personal account, you must indicate the exact amount;
- application. In addition to the information provided, supporting documents are attached, the list of which is indicated in the application. A copy of the contract must be attached, as well as any other documents that can confirm the facts stated in the complaint;
- date of application and signature of the applicant. Legal entities are allowed to put the organization's seal instead of a signature.
How do mobile phone sellers deceive you?
What to do if paid services are imposed on you, read here.
How to file a complaint to Roskomnadzor about the use of personal data, read the link:
Remember! It is more advisable to draw up a complaint in two copies in case of subsequent recourse to court. If a document is sent to several organizations at once, it is important to keep a copy of each such request.
If a complaint is sent to a higher authority, a copy of the response from the previous authority is attached to the document. If the initial complaint is addressed to several authorities at once, there is no need to make changes to the body of the document. It is enough to change the name of the addressee in the header of the application or indicate all addressees in it.
