How to complain about the mobile operator TELE2

The legislative framework

TELE2 employees must provide services in accordance with the current legislation of the Russian Federation. The actions of even such a large company can violate the rights of citizens. Let's find out what regulations consumers should rely on to protect their rights.

To restore justice, you need to know how to properly file a claim.

Grounds for appealing Tele2 actions

Content

Tele2, like any mobile operator, operates in accordance with the laws:

• Law of the Russian Federation dated 02/07/1992 No. 2300-1 “On the protection of consumer rights”;
• 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 (as amended on May 27, 2019) “On the procedure for the provision of telephone services” (together with the “Rules for the provision of telephone services”;
• Other regulations governing certain issues of the activities of mobile operators.

Any violation of these regulations in the provision of communication services may be appealed. Tele2 subscribers most often complain about the following violations by their operator:

• poor connection quality and low mobile Internet speed;
• unjustified debiting of funds from the account;
• connection of additional paid services without the subscriber’s consent;
• many spam calls and SMS;
• blocking of communication services without the reasons specified in the contract for the provision of communication services;
• rudeness and illegal behavior of company employees;
• refusal to provide assistance on mobile communications issues or disagreement with termination of the contract.

However, before filing a complaint with Tele2 or complaining about this company to government agencies, you need to make sure that the complaint is justified, i.e. there is not only customer dissatisfaction, but also a violation of a specific rule of law. Thus, if a complaint is made in connection with poor quality of services, you can refer to Article 4 of the Law on the Protection of Consumer Rights, which obliges all communication service providers to provide quality services.

Grounds for filing a complaint

Most often, citizens' dissatisfaction is associated with:

• poor connection quality;
• regular receipt of spam and advertising mailings;
• inflated prices for tariffs;
• blocking a phone number without legal grounds;
• discrepancy between the Internet speed specified in the contract;
• unjustified debiting of money from the account;
• disrespectful attitude of the salon staff.

Reference! To file a complaint, you must have evidence confirming violations. Therefore, before filing a complaint, you need to think about how to substantiate the complaint.

Reasons

You can complain about a mobile operator in several cases:

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• poor connection quality;
• Internet speed does not correspond to that stated in the contract;
• an amount of money was unjustifiably withdrawn from the mobile account;
• inflated tariffs;
• blocking a mobile number on illegal grounds;
• SMS spam;
• negligent attitude of call center operators towards clients;
• If I wanted to terminate the contract, I was refused.

How to properly file a complaint?

There is no officially approved form to fill out. When preparing a document, citizens must adhere to the rules approved by Art. 7 of Law No. 59-FZ “On the procedure for citizens’ appeals”.

The claim must indicate:

• information about the recipient of the application (name and address of the organization);
• information about the applicant (full name, address, contact telephone number);
• title of the document – ​​complaint;
• details of the controversial issue, with reference to clauses of the contract that are not observed;
• your requirements (for example, recalculate the cost for services not received);
• documents attached to the claim as confirmation of the fact;
• date of completion.

At the end of the document, the applicant puts a personal signature and transcript. The citizen must provide complete information about himself, since anonymous requests are not considered by government agencies.

As supporting documents, you can attach an agreement with the company, checks and receipts for payment, invoices for writing off money, correspondence with the organization (paper requests, emails).

How to write a complaint about TELE2

The applicant must write a complaint against TELE2 in accordance with the requirements of Federal Law No. 59 of June 2, 2006 “On the procedure for considering appeals from citizens of the Russian Federation.”

In order for the appeal to be considered by the authority within the established time frame, the following requirements must be met:

1. The header must contain information about the recipient of the application, the address of the organization and the contact information of the applicant. At the end of the complaint, the date of compilation is indicated, as well as the signature of the applicant with a transcript.
2. The application must be supported by documents. If the complaint is submitted electronically, you can attach a file no larger than 5 MB in size. If in paper form, then there must be an inventory of documents.
3. Mandatory indication of the addressee, since complaints submitted anonymously will not be accepted for consideration. In addition to the place of residence, it would be a good idea to indicate the applicant’s mobile phone number so that the authority can clarify the necessary data.
4. The description of the complaint must contain all the necessary information so that the consideration period is not delayed due to clarification of the necessary data. The text indicates the address of the store where the incident occurred, information about officials, etc.
5. The essence of the problem should be described briefly and without unnecessary information. It is imperative to refer to the legal norms that were violated by the operator.
6. The text of the complaint must not contain spelling or lexical errors, and must be written in legible handwriting. Appeals submitted electronically and written in Latin or capital letters will not be accepted for consideration.
7. The text of the appeal should not contain profanity or threats in any direction.

Sample 2020

Contact TELE2

You can resolve the issue directly with the organization itself:

• personally go to the company office and submit a complaint to the manager;
• write a complaint in the complaint book (it must be provided upon the buyer’s first request);
• go to the official website of the operator, fill out a request via the feedback form or through your personal account;
• call toll-free number 611.

The operator who receives the call will request the information of the person calling (passport details, code word) to verify identity. Therefore, you need to prepare for the conversation in advance. Respectable companies always do their best to meet their customers' needs. Therefore, if errors are identified, the money wrongfully written off is returned.

Attention! The operator is obliged to transfer the money within 10 days from the moment the citizen’s claim is satisfied. This rule applies if the client’s demands for a reduction in payment for services, a refund or compensation for damage have been satisfied (clause 52 of section 5 of Resolution No. 1342).

Tele 2

The first step is to send a complaint to the Tele2 company itself. You can do this in several ways:

• personal visit to the nearest office;
• on the company website : online chat or via the feedback form;
• to short number 611;
• by mail to the address : T2 Mobile LLC, 108811, Moscow, Kievskoe highway 22nd kilometer, 6, building 1; or to the address of the regional representative office, which can be found on the company’s website.

Complaint to Rospotrebnadzor

Citizens can complain to this department if the operator violates the signed contract or the services are provided with poor quality. Rospotrebnadzor employees will organize an inspection immediately after receiving a complaint about violations. If it is confirmed that the terms of the contract are not being observed, the inspectors will issue an order to eliminate the shortcomings. The perpetrators will be held administratively liable.

In addition, the institution will help deal with other situations. For example, a client wrote an application to port a number to another operator, but his application was illegally rejected.

You need to write a complaint to Rospotrebnadzorza regarding the refusal to port your number.

Agreement and terms of provision of tele2 communication services

An agreement with a company is a form that is filled out based on the passport of a potential subscriber. Contains information about the person:

• FULL NAME;
• place of birth and citizenship;
• passport data or information from another identity document.

In addition to this information and standard provisions, the following is indicated:

• e-mail;
• date of conclusion;
• purchased equipment;
• tariff plan.

A so-called code word is invented and a contact number is indicated. This allows you to make the necessary changes in agreement with the subscriber.

The document contains fundamental points. It must include:

• rights and obligations of the provider and user;
• selected tariff;
• payment procedure for services provided;
• conditions and procedure for termination, modification and suspension;
• responsibility of the parties.

It is recommended that you read the document before accepting and signing it. Subsequently, this will help to achieve what is right and avoid delays.

An agreement for the provision of Tele2 communication services is issued to the client. The second copy remains in the salon, from which the data will subsequently be transferred to the database.

How to get a copy of the Tele2 contract with a stamp

Usually the agreement is transferred after purchasing a SIM card. If lost, it is possible to restore the Tele2 contract with the subscriber by personally contacting the communication center with a passport. Receipt for a third party is carried out by certified power of attorney.

One of the operator’s responsibilities is to provide information about the agreement, the selected tariff plan, and connected services. The request is sent via the Internet or generated in the office. All questions can be clarified via the hotline.

Methods for filing a complaint and deadlines for consideration

To contact supervisory authorities, you can use one of the following options:

Bodies empowered to protect the rights of citizens must consider the appeal no later than 30 days from the date of filing the complaint. In exceptional situations, the inspection time may be extended, but not by more than 30 days. In this case, employees of the government agency must notify the applicant about this (Article 12 of Law No. 59-FZ).

Where to file a claim

There are several ways to complain about the TELE2 mobile operator:

1. Visit the nearest branch of the operator and leave a complaint. You can find out the addresses at the following link msk.tele2.ru. The application is drawn up in two copies, one of which must be marked with receipt.
2. Go to the official website of the operator msk.tele2.ru and fill out the ready-made application form.
3. Call the hotline at the following toll-free numbers: 611 and 1. If during a conversation the operator asks you to voice your registration data, you need to provide him with this information.
4. Send a notification letter to the address specified in the contract.
5. If an employee has distinguished himself by his poor quality of service, then you can ask for a complaint book and make an appropriate entry.
6. Contact the Consumer Rights Protection Society (CPS) according to your place of registration.
7. Visit the official website of Roskomnadzor and write a complaint.
8. Contact Rospotrebnadzor.
9. If the violation is serious, you can contact the prosecutor's office or court. All issues related to the return of money must be considered in court.
10. Leave a complaint on the Dobrodel portal.

On the official site

You can leave a complaint on the official website of the cellular operator. To do this, you need to follow the link tele2.ru and fill out the ready-made contact form in the “Support” tab.

Procedure:

1. Follow the link forms.tele2.ru.
2. Determine your region and fill out the necessary fields with contact information, as well as select the subject of the appeal.
3. In the tab that opens, you need to briefly describe the essence of the complaint without obscene expressions or threats.
4. When finished, click on “Submit”.

To Roskomnadzor

You can only contact Roskomnadzor with a complaint about poor internet and connection quality. This authority does not have sufficient powers to resolve any financial issues.

How to submit:

1. Send a registered letter to the following address: 109074, Moscow, Kitaygorodsky Prospekt, building 7, building 2.
2. By email The text of the complaint must indicate the reason for filing.
3. Go to the official website rkn.gov.ru and fill out the completed form.

The response from the authority will be sent to the address specified by the applicant or by email.

To Rospotrebnadzor

There are several options for filing a complaint with Rospotrebnadzor:

1. Send a registered letter to the following address: 127994, Moscow, Vadkovsky lane, building 18, buildings 5 ​​and 7.
2. By email
3. Call the toll-free hotline at the following numbers: 8, (help desk).
4. Contact the authority in person at the address indicated above. Consumers are received only on Wednesdays from 13 to 16.
5. Go to the official website rospotrebnadzor.ru and fill out the completed form:
   follow the link;
6. in the tab that opens, fill in all the fields marked with an asterisk;
7. when entering the main text, briefly describe the essence of filing a complaint;
8. It is allowed to have attachments in the form of copies of documents.

The response will be sent by the authority to the address or email specified by the applicant.

In OZPP

There are several ways to file a complaint against a cellular operator with the Society for the Protection of Consumer Rights:

1. Call the following phone numbers: +7 (915) 300-41-82.
2. By email
3. Personally visit the authority at the address: Moscow, Smolensky Boulevard, building 7. Reception schedule for citizens: Mon-Fri from 10 to 20, Saturday from 10 to 17.

Find out how to complain about a taxi service. Read about the procedure for writing and filing a complaint against the Pension Fund here.

Through social networks

You can file a complaint against TELE2 using social networks:

• Viber . In order to contact a TELE2 employee, you need to go to “Contacts”, go to the “My public accounts” section and click “TELE2 Russia”.
• Telegram . To get advice from a specialist, you need to go to “Search for contacts” and enter the command Tele2_bot.
• In contact with. Go to the official public page using the following link https://vk.com/tele2 and select “Write a message”.
• Facebook . Follow the link https://ru-ru.facebook.com/Tele2Russia/ and select “Message”.
• Classmates . Follow the link https://ok.ru/tele2 and write a message.
• Twitter – follow the link https://twitter.com/Tele2Russia and write a personal message.

How to protect yourself from paid subscriptions?

TELE2 customers can protect themselves from unwanted subscriptions.
To do this, you need to personally contact the company’s office and write an application to open a content personal account. Therefore, the monthly fee or any subscription will be debited only from this account. If there are not enough funds in the account to pay, nothing will be debited. And all paid subscriptions without payment will be cancelled. If the money has already been debited, you need to demand a refund. In this case, you must refer to the fact that no paid services were issued. To do this, write an application for a refund for the content.

Going to court is the only way out when a controversial issue cannot be resolved through regulatory authorities. You can also seek compensation through the justice authorities for damage caused by the actions of company employees. Citizens should be aware that the trial can last from two months to a year. You will have to gain strength and patience to protect your rights.

How to re-register a Tele2 SIM card in your name without a passport

As mentioned above, having a passport is mandatory for re-registration of documents. However, re-issuing a Tele2 SIM card to another person is possible even in his absence. The main thing is to document your identity to the consultant responsible for preparing the papers. In addition to the passport, documents of the following categories are suitable for this case:

• A certificate issued to a Russian citizen by the Ministry of Internal Affairs at the time of change or restoration of a passport.
• Certificate of a military serviceman of the Russian Federation.
• Military ID of a conscript, contract soldier, cadet.
• National/foreign passport – for foreign citizens.

Those who apply without a passport or other documents will be denied the service. Sometimes a driver’s license is enough for an employee. However, this type of document is not included in the list of documents acceptable for identity verification on the Tele2 website. Such concessions are considered the exception rather than the rule. Therefore, you should not count on them on an ongoing basis.

Appeal to the mobile operator Tele2 with a complaint

Mobile users often encounter problems for which the operator is blamed. In Tele2, a complaint of this kind will definitely be considered, just write it correctly, without deviating from the essence of the matter. If you fail to achieve the desired result during the proceedings within the company itself, you can request support from the competent federal agencies.

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How to write a complaint to Tele2

The management of the mobile operator considers the occurrence of problems with customers as an emergency. Despite the arbitrary form of the complaint, when writing you must adhere to the generally accepted standard of document preparation. In essence, appeals must be written consistently, thoroughly and clearly, attaching documentary evidence.

Without presenting a claim to Tele2, it will not be possible to achieve further proceedings in the competent federal departments.

Grounds for complaint

It is not very difficult to leave a complaint about the services of the Tele2 operator, which did not provide the proper quality of communication. In order for an appeal to be considered seriously and not dismissed out of hand, it must be justified. The following are considered reasonable grounds to complain about an operator:

• poor communication and low-quality Internet connection that does not provide the declared traffic speed;
• inflated monthly fees beyond the established tariffs;
• the dominance of spam;
• unreasonable blocking of a number;
• refusal to terminate the current agreement;
• inappropriate attitude of a company employee to the needs of the client, etc.

It is worth thinking in advance about the validity of the complaint so as not to waste time and nerves in vain.

How to properly file a complaint

The presentation format, paper or electronic, does not matter. It is important to adhere to ethical principles of document flow and logical presentation. How an official written appeal is supposed to be drawn up is set out in Art. 7 Federal Law No. 59, adopted in 2006.

Current sample

To contact the Tele2 operator, you can use a claim sample.

complaints about Tele2 (.doc)

Where to file a claim

Having identified the problem, you must first write a complaint to Tele2 addressed to the management of the company itself. In the vast majority of cases, this turns out to be quite enough to resolve the situation.

If communication with the management of the mobile operator does not bring success, then the decision where to appeal against its actions is made depending on the specific circumstances.

Directly to Tele2

The easiest way is to go to the official website. Everything you need to solve your problem can be found on the page.

Let's see where we can turn.

We choose the most appropriate option offered by the help desk.

In writing to the head office

It is possible that the client will choose the most formal way of communication with the management of the mobile operator. The letter to the head office is sent to the address: 125212, Russia, Moscow, Leningradskoye Shosse, building 39 A, building 1.

Orally by phone

If the telephone is chosen as the means of communication, then subscribers can use the following numbers:

• 611;
• free within the Russian Federation.

From a landline number you can call 8 (495) 97-97-611.

Online on the official Tele2 website

When deciding how to write a complaint, if you prefer the Internet, you can do this on the website, you can go to the official one and use your personal account.

Or use the feedback form on the page.

Or request personal support.

How to file a claim with Roskomnadzor

If the quality of communication and Internet is poor, which has not improved by contacting Tele2, you will have to turn to Roskomnadzor for help:

• by sending a registered message to the address 109074, Moscow, Kitaigorodsky pr., building 7, building 2;
• via e-mail;
• online. Scroll the left column on the page.

Then in the center we get to the proposal to create a message and use it.

To Rospotrebnadzor

We complain about violation of consumer rights to Rospotrebnadzor:

• the letter is sent to the address 127994, Moscow, Vadkovsky lane, building 18, buildings 5 ​​and 7;
• there is an e-mail;
• by phone numbers indicated on the page;

• by email from the same page, at the very bottom;

• in the public reception area on Vadkovsky Lane.

Prosecutor's office and FAS

It is recommended to file a complaint against Tele2 with the prosecutor's office only if there is a deliberate violation of the law. It can be done:

• during a personal reception;
• through a special box for requests and applications;
• by mail;
• by fax (if available in the relevant office);
• in the Internet reception area.

Believing that our rights have been infringed by unfair advertising, we contact the FAS. Contact details and ways to get in touch can be found on the official website.

Through social networks

Tele2 offers to submit requests via instant messengers, guaranteeing that any questions you may have will be answered.

Time limits for consideration of a formal complaint

Officials must be guided by the requirements set out in paragraph 1 of Art. 12 Federal Law No. 59, and respond to the complaint within 30 days. As for the telecom operator, he must adhere to the norm established by the relevant law, Federal Law No. 126 of 2003. In Art. 55 time limits for responding to complaints are provided:

• register – within 24 hours (accepted by mail – five);
• review and send a response within 30 days.

Our articles talk about typical ways to resolve legal issues, but each case is unique. If you want to find out how to solve your specific problem, please contact the online consultant form on the right →

It's fast and free!

Or call us by phone (24/7):

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Filing a claim in court

When complaints against Tele2 addressed to the company's management and federal departments do not bring the expected result, the decisive argument remains - going to court.

Arbitrage practice

The procedure is not quick, you need to be prepared for it. But the probability of a successful outcome, if the claim is filed correctly and the evidence base is weighty, is high.

Without sending a pre-trial claim to Tele2, there is no point in going to court. This is a mandatory stage to complete the judicial procedure.

Tele 2 commercial offers to connect a mobile operator without overpaying for services.

The user’s complaint against the operator to Roskomnadzor is detailed in a 10-minute video.

Some time later, he summed up the proceedings in a new issue.

This user also doesn’t like the operator’s unlimited tariff plans. What is the 11-minute story about?

Conclusion

When the need arises to contact Tele2 employees, do not forget about the rules for writing official complaints. Anticipating that the proceedings will not be particularly successful, it will not hurt to file a claim with the telecom operator. Having such a document in the future will allow you to benefit from the support of competent federal agencies and file a claim in court.

Without taking such a step as filing a claim, you will have to seek the truth from Tele2 yourself, which significantly reduces the chances of achieving success.

Our articles talk about typical ways to resolve legal issues, but each case is unique. If you want to find out how to solve your particular problem, please contact the online consultant form.

It's fast and free!

Or call us by phone (24/7):

If you want to find out how to solve your particular problem, call us by phone. It's fast and free!