Where to complain about Beeline

Grounds for filing a complaint

The right to send a complaint to Beeline is given by the following grounds:

1. Poor quality service.
2. Poor level of mobile connection, poor quality communication.
3. Unlawful spending of funds on the subscriber's account. If you begin to notice that the money in your account is quickly running out, you need to request account details.
4. Home or mobile Internet does not work or if the Internet speed is significantly lower than advertised.
5. Poor customer service in the office.
6. Boorish or rude communication from telecom operators over the phone.
7. Changing the terms of the contract without notifying the subscriber.

Disabling mobile communications or home Internet due to technical work, without prior notice to the client, is unlawful.

When it comes to the Internet or communications, problems can occur on both sides. Therefore, before writing a complaint, you need to find out that the reason for the interruption or poor performance of the service occurs on the part of the network operator. To do this you need to check:

• do you have any debts?
• Are devices working/configured correctly (modem, mobile phone, PC, etc.);
• there were no announcements about upcoming technical work.

If everything is “clean” on your part, contact your mobile operator. Initially, you should try to resolve the issues peacefully by calling the hotline or at the company office; if you are ignored, take more decisive action and write a complaint.

Application sample

When writing a complaint, the capacity, completeness and transparency of information is important. Sample plan:

1. The header of the letter contains information about the authority to which the complaint is sent and information about the applicant. The name of the organ is written in full, without abbreviations.
2. The word “Complaint” is written in the middle of the sheet (without a period at the end).
3. The body of the appeal states the problem: “I (full name of the applicant) suffered from unlawful actions. Money is regularly debited from my balance for services that I did not order...”
4. A list of documents is provided that confirm the veracity of the accusations. For example, details of the invoice, correspondence with the operator, or a paper stating that the client has formalized a ban on paid content, but options continue to be added.
5. Links to legislation according to the violation.

We recommend: Instructions for installing the My Beeline application

At the end there is a date, signature and a transcript of the person’s last name.

How to complain if your home Internet or other services do not work?

With the help of an officially filed complaint, the user has the right to demand compensation for financial damage or correction of problems in the work of the mobile operator. There are several ways to submit a claim.

Via email

One of the most convenient ways to submit a claim is to contact the operator by email. You can make a claim in free form, describing your problem in detail. The application must be sent by email to:

• [email protected];
• [email protected]

Where to call by phone?

When contacting by phone, you can express your complaint in free form. The hotline employee will ask all the necessary clarifying questions. Available telephone numbers of Beeline operators:

• 8 or 0611 . You can use the number to clarify questions regarding mobile communications.
• 8 for problems with Internet access.
• 8 hotline for questions related to home equipment (home telephone, Internet, television).
• +7 phone for calls in international roaming.

Calls are free for Beeline subscribers. Calls from other telecom operators will be charged at the current rate.

How to leave a message on the official website?

You can write a complaint to the operator on its official website.

1. On the main page in the upper right corner, find the “Feedback” item (icon with a message).
2. After clicking on it, a special “Electronic Assistant” window will appear. In the window you need to enter: phone number, name, code from the picture.
3. A new window will open where you will need to indicate the subject of the appeal: question, complaint, quality of communication, fraud.
4. Select a topic that suits you and describe the problem in the message field. Then click on the “Submit” icon.

If you are registered on the Beeline website, then similar actions can be performed in your “Personal Account”.

1. On the “Feedback” tab, you also select the type of request and describe the reason for the request in the message field.
2. After describing the problem, you must indicate how to obtain an answer and provide contact information. You can request an answer by email or in the form of a phone call from a company specialist.

Possible ways to send requests

A complaint against Beeline can be filed with the company itself in 3 ways:

1. Electronically on the company website.
2. In writing by mail or by visiting the office in person.
3. Verbally over the phone.

When calling the Beeline hotline, a complaint can be formulated in free form. The specialist will clarify all the necessary information during the conversation.

Beeline phones:

• For questions regarding mobile communications or 0611.
• If you have problems with wireless Internet access: 8 800 700 21 11.
• When making a complaint about the quality of services provided for the home (television, landline telephone, Internet): 8 800 700 8000.
• Any questions about the operation of the online store can be asked by phone.

Terms for consideration of requests by the operator

In accordance with paragraph 7 of Art. 55 of the Federal Law “On Communications” the period for consideration of subscribers’ requests should not exceed 30 days. However, the period may be extended when sending a claim by mail, taking into account the time it takes to deliver the application.
If the response from the organization is not received within the prescribed period or is not satisfactory to the subscriber, then he has the right to contact law enforcement agencies. If the date of registration of the request falls on a weekend or holiday, then it will be registered on the first working day after.

Methods for filing a claim with Beeline

You can send a request to a telecom operator in several available ways. The easiest way is to call a call center employee at 0611 or 8-800-700-0611 and tell him the problem that has arisen.

Depending on the type of complaint, the customer may need a different phone number, which can be found on the official website.

Another way to submit a claim remotely is to communicate with a Beeline representative in an online chat on the company’s website. All you need to do is log in to the system, select a topic, indicate your phone or internet number, and name to enter the chat.

The operator will provide you with detailed advice on any issue of interest and help you solve the problem.

In addition, you can send a complaint to Beeline or report fraudulent actions using the feedback form (https://moskva.beeline.ru/customers/help/safe-beeline/rekomendatsii/moshennichestvo/) available on the operator’s website .

When submitting an electronic request, it is important to select the subject of the request and how to receive a response, indicate the name, telephone number and nature of the problem.

The last option for filing a claim is to contact the nearest office of the company with a passport and documents confirming the validity of your claims.

Letter to regulatory authorities

Rospotrebnadzor

You can file a complaint with Rospotrebnadzor in case of unlawful debiting of funds from your account, imposition of additional services or poor quality service.

Rospotrebnadzor is a federal service dealing with:

• consideration of complaints and claims;
• checking and identifying facts of violation of the law;
• conflict resolution.

You can make a claim against the operator in the following ways:

1. Send a letter of complaint by mail.
2. Send a letter to the organization's email address.
3. Use the feedback form on the organization’s website.
4. Make an appointment for a personal reception of citizens at the place of registration.
5. If you have any questions, you can call 8 800 100-00-04.

A response to the decision will be sent to the address specified when contacting , or to the subscriber’s email address.

Complaints regarding the return of funds are not within the competence of Rospotrebnadzor. The court may satisfy such claims.

Consumer Protection Society

In case of unsatisfactory results of the operator's consideration of the complaint, you should contact the consumer protection department. The society's specialists will advise you and provide qualified assistance on the problem of concern.

You can contact the OPP using one of the following options:

1. Call the hotline number. The room is available 24 hours a day.
2. Send a complaint by email to:
3. Write a written complaint and send it by mail.
4. Visit the OPP office at the place of registration.

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.

We recommend: How to quickly and easily find out costs on Beeline

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:

1. Log in to your personal account after registering.
2. On the main page, find the “Ask a question” tab.
3. Select the “Feedback” item.
4. 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 allowed 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.

Call the number

If it is more convenient for the client to call, then operators are required to accept the complaint remotely. The call center employee will record the claim from the client and forward it to the appropriate department. You should find out your full name. operator and electronic complaint number by phone, so that you can later use this information as evidence. Technical support contacts:

• 0611;
• 8-800-700-8000;
• 8-800-700-0611.

If a person is outside the country, dial +7-495-797-27-27.

Reasons for filing a complaint

You can write a complaint to the Beeline company or to a higher structure (if the operator ignores the appeal) on the following grounds:

• Complaint about the quality of communication of the Beeline operator;
• Suspension or modification of the contract without notice;
• Description of money without a reason known to the subscriber;
• Impediment to termination of the contract;
• Paid subscriptions from Beeline and claims to connect services without the user’s consent;
• Spam messages and messages from scammers;
• Rudeness, rude treatment of hotline employees, staff at points of sale, specialized departments;
• Unprofessional consulting, due to which you cannot get details of the tariff plan, connected services, terms of the contract, and so on.

This is also important to know:
How to correctly write a claim for a defective product: sample 2021

With the help of an officially submitted claim to the provider and operator of Beeline (see sample document below in the article), you can demand the return of money debited from your account erroneously, paid for services connected without your consent, as well as for services that were not actually provided.