Wanting to increase their niche in the consumer market, manufacturers resort to prohibited methods of promoting goods and services. Intrusive advertising sent by email, SMS mailings to which the user did not consent are methods of influencing a potential buyer. Commercial or political advertising annoys the user of electronic communication devices, blocks work, and clogs the mailbox. What to do if important emails and messages are lost among spam? You can file a spam complaint. The basis is Law No. 38-FZ “On Advertising”.
Types of complaints about Megafon
People remain dissatisfied under various circumstances, for example:
- poor service in the company’s offices - rude, impolite attitude of the staff, long queues, slow reception of clients;
- ignoring customer statements, taking a long time to respond to complaints;
- provision of false information on existing tariffs;
- receiving large amounts of spam on mobile phones;
- erroneous debiting of money;
- low quality of communication, poor coverage (connection is lost, there are interruptions, the subscriber is often out of the access zone, etc.);
- inability to contact support, etc.
Where to write a complaint about Megafon first?
Regardless of the fact that the client is not satisfied with the work of this telecommunications service provider - illegal debiting of funds, poor communication quality, and so on, first of all, he must notify the company itself about this.
You can come to the office and talk to the operator, perhaps he will solve the problem.
If the situation is non-standard and does not fall within the competence of the manager or operator, then you should write a complaint to the head of the department or to the general director of Megafon (the manager will tell you who exactly to write to).
How to disable mailings from an operator? Megafon, MTS and others
It happens that the operators themselves send out information messages from their website. A good example is the so-called “Chameleon” from the Beeline operator. What to do in such cases?
Let's look at each of the operators:
SMS fraud
If you suddenly receive messages from unfamiliar numbers with the following content:
- “Mom, I'm in trouble. We urgently need money...”;
- “I accidentally put money on the wrong number...”;
- "Good evening. A police sergeant is writing to you...";
- And so on.
Do not call these numbers back or respond to messages under any circumstances. There is an extremely high probability that these are scammers. Dozens of people every day fall for the bait of such resourceful “entrepreneurs”; be vigilant and extremely careful. It is best to report such cases to law enforcement agencies.
14.14. By signing the Agreement, the Subscriber agrees for the entire duration of its validity on: 14.14.2. receiving advertising when using the Services, as well as the use (processing, transmission) of information about the Subscriber in order to promote goods and services of the Operator and third parties (except for information that constitutes a communication secret), including by making direct contacts with the Subscriber using communication means .
And also, there is clause 14.16, which gives the subscriber the opportunity to refuse this advertising:
14.16. The subscriber has the right to express his refusal to carry out the actions listed in clauses 14.14.2, 14.14.3 of these Terms in the following ways: - by checking in the special “disagree” column of the information card; — or providing the Operator with appropriate written notice. If the Operator has the technical capability, the Subscriber also has the right to refuse to carry out the actions specified in clauses 14.14.2, 14.14.3 of these Terms by performing conclusive actions determined by the Operator using Identifiers that allow one to uniquely identify the Subscriber and establish his will.
We can also remember about paragraph 1 of Art. 18 of the Federal Law “On Advertising” dated March 13, 2006 N 38-FZ:
Distribution of advertising over telecommunication networks, including through the use of telephone, fax, and mobile radiotelephone communications, is permitted only with the prior consent of the subscriber or addressee to receive advertising. In this case, advertising is considered distributed without the prior consent of the subscriber or addressee, unless the advertising distributor proves that such consent was obtained. The advertising distributor is obliged to immediately stop distributing advertising to the person who contacted him with such a demand.
I open Word, write a claim addressed to the general director of Megafon PJSC and the director of the Central branch of the same megaphone that I am, in accordance with clause 14.16 of the Terms and clause 1 of Art. 18 of the Law “On Advertising” I refuse to receive this advertisement (I spent 10 minutes, they usually ask about free time). At lunch I went to the office (took 10 minutes). I submitted my claim, received a copy with a stamp and signature, and went home and bought a bun in a magnet (another 10 minutes). Or, looking at the message, you won’t be able to tell that this is an advertisement?
1) advertising - information disseminated in any way, in any form and using any means, addressed to an indefinite number of persons and aimed at attracting attention to the object of advertising, generating or maintaining interest in it and promoting it on the market; - N 38-FZ dated March 13, 2006
It seems that that’s it, the “appropriate” written notification has been sent, formally the operator can no longer send me advertising as soon as it received it. Because, I call on the league of linguists and philologists:
“Immediately - adv. Correlates in meaning with adj.: immediate... Immediate – adj. Carried out without delay, delay, immediately” - Efremova T. F. New dictionary of the Russian language. Explanatory and word-formative. – M.: Russian language, 2000 “Immediately – Syn: urgently, soon, soon, shortly, soon, immediately, immediately, now, this very hour, right there” - Thesaurus of Russian business vocabulary. 2004
And now we have the following.
At the bottom of the page, click on the “Contact MegaFon” option.
- 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.
Complaint about Megafon to Roskomnadzor
Roskomnadzor is a federal executive service that oversees the quality provision of communication services, information technology and communications.
If you are unsatisfied with the quality of communication, you can send a complaint to this authority.
You can submit an application in several ways:
- Submit a complaint via the Internet on the website https://rkn.gov.ru/ (section “Personal Data Portal” - “Appeals from Citizens”. In the window that opens, click on the active link “Fill out the electronic form”. Select the topic “Provision of communication services”, fill in the required fields.
- Send a complaint to an email address, making sure to put your electronic signature on the document
- Send a complaint by fax to (495)987–68-01.
- Send a complaint by mail to the address: 109074, Moscow, Kitaygorodsky pr., 7, building 2. The document must be sent by registered mail with notification. It is necessary so that the client has confirmation that the recipient has received the letter.
Complaint against Megafon to the FAS
If the case concerns a violation of antimonopoly legislation, such as unreasonably inflating prices for telecom operator services, deterioration of consumer services when changing tariffs, sending spam, then the Megafon mobile communications user has the right to file a complaint with the Federal Antimonopoly Service.
He can file a complaint against Megafon with the FAS in several ways:
- Send a complaint by registered mail to the address of the central department: 125993, Moscow, st. Sadovaya-Kudrinskaya, 11, building 242, GSP-3.
- Submit a complaint electronically to the address. In this case, the complaint must have an electronic signature.
- Bring your complaint in person.
- Submit the document on the official website of the FAS – https://fas.gov.ru/.
- Submit a complaint through the State Services website – https://www.gosuslugi.ru/.
The period for consideration of a complaint to the FAS should not exceed 30 days.
Where can I complain about Megafon for writing off funds?
First of all, you need to find out why money is debited from your account. To do this, you need to submit an application to Megafon.
If within 30 days (according to Federal Law No. 59 “On the procedure for considering citizens’ appeals”) the applicant is not provided with an official response to the letter and the money illegally written off is not returned to him, then he has every right to appeal to Rospotrebnadzor, Roskomnadzor or the court.
Money can be written off on completely legal grounds . For example, the operator changed the service tariff, providing for an increase in tariff, and the subscriber forgot about it.
Perhaps the subscriber used paid Internet, so money was debited from him or he called other numbers abroad.
The most unpleasant case is when the money was written off as a result of fraudulent activities . In order to find out, you need to call the Megafon operator or go to the official website in the “Fraud Protection” section.
When filing a complaint with one of the above authorities, you must confirm your words - provide an account statement, indicate which tariff plan the client is served under, prove that the money was written off illegally, not according to the conditions and tariffs specified in the contract.
Spam
If you receive an unwanted message, forward the SMS without changing the text to the toll-free number 1911; you do not need to forward the sender's number, it will be displayed automatically in our system. This can be done within 24 hours of receiving such a message.*
The 1911 system is a single unified system for informing the operator of its subscribers about SMS spam. The uniqueness of the system lies in the fact that MegaFon clients have the opportunity to send a suspicious SMS to 1911 for free. The system records received messages and generates detailed analytical data on spam sources, spam volumes and much more.
MegaFon also offers to use the “SMS-control” service, with which it is easy and simple to protect yourself from unwanted messages. The service allows you to independently unsubscribe from advertising and service messages from alphabetic and symbolic numbers by adding sender numbers to the “black list”. The service is free and extremely easy to manage. By dialing *903# on your phone, you get access to the last ten numbers from which messages came. Any of these numbers can be added to the “black list” in two clicks. Management of the created list is available at any time, and if a number is included in it by mistake, the number can be quickly unblocked. This way, you can choose which SMS you want to receive and from whom.
* Sending a phone number and message text for verification does not mean that all messages from this number will be immediately blocked; they can be blocked after the circumstances of the sending are clarified. If you do not immediately want to receive any messages, use the SMS Filter service (request *532*1#).
If you can't forward your message to 1911, don't worry, it means we've already blocked it.
