Sue Megafon: instances of appeal, procedure

Home / Complaints, courts, consumer rights / Services and consumer protection

Back

Published: 08/30/2018

Reading time: 9 min

726

Megafon subscribers have the right to send a complaint to the operator if they were provided with services of inadequate quality or money was written off unjustifiably. The complaint must contain a request for a refund or provision of a service.

Grounds for filing a complaint
How to file a complaint on the Megafon website
How to write a letter of claim
Deadline for responding to a complaint
If Megafon did not answer, then where to turn?

Grounds for filing a complaint

The document regulating the relationship between the subscriber and the mobile operator Megafon is an agreement for the provision of communication services. It states:

Megafon's responsibilities as a service provider;
financial liability of the parties;
conflict resolution procedure;
penalties imposed for failure to fulfill the obligations of the parties.

Reasons for filing complaints against Megafon may include:

improper debiting of funds when services were not actually provided;
connection of paid services without the subscriber’s knowledge;
changing the tariff to a more expensive one without prior notice and without the client’s consent;
errors when debiting funds or crediting fees to the account;
ignoring verbal requests from the client;
rudeness and inappropriate behavior of company employees - from salespeople in showrooms to call center operators;
incorrect information about Megafon products, services and tariffs , as well as imposition of unnecessary options;
poor connection quality.

Most often, it is easier to solve the problem on the spot by contacting the nearest Megafon store or calling the hotline. For example, in the absence of normal communication or when it takes a long time to credit funds to the account. But if the situation is non-standard, then only an official complaint can resolve it.

Making a complaint against the megafon operator

The company's clients have the right to write appeals to Megafon in any situation that violates the terms of the contract for the provision of communications or the laws of the Russian Federation. Typically, subscribers complain about the following problems:

Poor connection quality, regular interruptions in telephone conversations.
The write-off is disproportionate to communication costs.
Subscriptions to mailing lists and entertainment services without obtaining the client’s consent.
Changing the terms of the tariff package without agreement with the subscriber.
Transfer of personal data to a third party.
Advertising mailings or annoying content coming from the operator.
Fraudulent schemes implemented using Megafon services.
Poor quality service in offices and retail outlets.

It should be noted that sometimes the user evaluates the operator’s actions as a violation due to the fact that he is not familiar enough with the terms of the contract. Thus, in a number of cases, Megafon proves the validity of write-offs by the fact that the tariff plan implies a high price for roaming communications. This also applies to changing the service package - usually the right to transfer without notifying the client is specified in the contract, which is signed when connecting to Megafon.

If you are wondering where to complain to MegaFon regarding “theft”, incomprehensible charges or incorrect provision of services, try filing a complaint through the following channels:

By calling the help desk 0500 – oral complaints are accepted here, which are then forwarded to the relevant departments;
Through the official website of the operator - in the “Support - Contacts” section there is an item “Contact MegaFon”. Post your question in the form and provide your contact information;
The easiest way to complain about communications and tariffs at service offices is to go to the nearest one and leave a complaint.

You don’t need to think that you will receive an instant response to your request. MegaFon is a fairly large company with millions of subscribers. Therefore, it takes time to receive an answer. If the operator does find errors in the service, he will correct them.

The main rules that those who are going to complain about MegaFon must follow:

State only facts in your claims;
Don't get too personal;
Don't overuse the phrase "you must." Everything that the operator “owes” you, and what YOU owe, is specified in the contract for the provision of communication services. Also, you should not interpret the clauses of the contract in your own way or come up with stupid and meaningless gags;
Do not threaten consultants - they certainly have nothing to do with your problem.

We suggest you read: Where to complain to President Putin
Now you know how to complain about MegaFon - you need to do it soberly and judiciously, without insults, loud cries, obscenities, threats and statements of the superiority of your “I”. If the problem really exists, it will be solved. If it turns out that you came up with a problem based on some prejudice that “you are owed,” then you will receive an appropriate answer.

At MegaFon you can also complain about the quality of communication - to do this you need to write a corresponding complaint. It indicates the address of the point where there is no stable connection. After receiving the complaint, technical specialists will take care of the problem - they will take measurements, check the operation of the base stations, and adjust the direction of the antennas.

If you are going to complain about MegaFon to higher authorities, you should first complain to the service office specialists. The operator must take measures to resolve the problem and give an official response. If you receive no response, try complaining again. Only if inaction is detected, you will be able to appeal to Rospotrebnadzor, Roskomnadzor or to court.

Please note that you should go through the authorities consistently, and not “jump over your head.” If you are confident that you are right, act carefully and step by step. This is the only way you can achieve justice and solve your problem.

A separate topic is also devoted to this issue. We will not talk about the types of fraud and how to protect yourself; we will limit ourselves only to where to turn when the money has already disappeared.

Calls to the Megafon 24-hour help and information center number 88005500500 are free of charge for residents of all regions of Russia and are paid by the operator.

Sverdlovsk Region (Ekaterinburg), Republic of North Ossetia-Alania (Vladikavkaz), Smolensk Region (Smolensk, Vyazma, Roslavl), Stavropol Territory (Stavropol), Tambov Region (Tambov, Michurinsk, Rasskazovo), Republic of Tatarstan (Kazan), Tver Region ( Tver, Rzhev, Vyshny Volochyok), Tomsk region (Tomsk, Seversk, Strezhevoy), Tula region (Tula, Novomoskovsk, Donskoy), Republic of Tyva (Kyzyl), Tyumen region (Tyumen), Udmurt Republic (Izhevsk, Sarapul, Votkinsk, Glazov ), Ulyanovsk Region (Ulyanovsk), Khabarovsk Territory (Khabarovsk), Republic of Khakassia (Abakan), Khanty-Mansi Autonomous Okrug - Yugra (Khanty-Mansiysk), Chelyabinsk Region (Chelyabinsk, Magnitogorsk, Zlatoust, Miass, Kopeisk), Chechen Republic (Grozny ), Chuvash Republic (Cheboksary), Chukotka Autonomous Okrug (Anadyr), Republic of Sakha (Yakutsk), Yamalo-Nenets Autonomous Okrug (Salekhard) and Yaroslavl Region (Yaroslavl).

We invite you to read: Why do you dream about theft, theft? Seeing theft in a dream

In this regard, on June 11, 2015, I submitted an application for a refund of funds for the “Wi-Fi in SAPSAN” service to my personal account 7 (926) 5215857. Application number 65698. The money was never received into the personal account.

I demand a refund of 770 rubles spent on paying for the service. Please inform me of the decision in writing by sending a response to the following address:

Moscow, st. Zapovednaya 52A, apt. 7. Please inform me about the status of consideration of the claim orally or via SMS by phone 7 (926) 5215857. Kravets Sergey Aleksandrovich signature 06/05/2015 At the bottom of the complaint, the office employee must indicate his last name, first name and patronymic.

Yes, Megafon Zhosi Resold My Number because I hadn’t used it for several years! We transferred the entire organization to Megafon. I really didn’t want to part with MTS, but circumstances forced me to! To say bad is to say nothing! In the Moscow region, in our city, there is no Internet AT ALL! It flashes only on the street and only if you are driving.

There is a feeling that it is wavy here and if you catch a wave, then the Watss App will load. This is a mockery for your money! And if it rains, then there is no Internet or connection at all - he hides like a kitten. THE WORST MOBILE COMMUNICATION! This is not the first time they have connected paid services without notification or my consent. 04.07.

How to file a complaint on the Megafon website

The fastest and most effective way to solve the problem is to leave a complaint on the Megafon website. It has the same status as a written request, but the speed of response to a complaint online is much higher.

A cellular operator client has two options. The first is standard, through the feedback form. To do this you need:

go to the official Megafon website;
Click on the menu item “Help and Maintenance”;

go to the “Contact us” section;

select the option “Write a letter”;
in the “Subject of the appeal” column, select “Letter” , in the next column leave “Mobile communication services”;
in the main column write the word “Claim” , and then state the essence of your complaint;
attach a file with the necessary evidence , for example, screenshots or a receipt (note that the file cannot exceed 7 MB);
indicate your contact information , including Megafon phone number or personal account number;

confirm that you have read the privacy policy and processing of requests to Megafon.

Then all you have to do is click on “Send”.

Don't forget to save the case number that will appear on the screen. If you want to know the status of your complaint, you will need to provide its number to the call center operator.

Complaint to Rospotrebnadzor

If the operator provides low-quality services, as well as in the presence of other violations of laws, subscribers can send a complaint against MegaFon to Rospotrebnadzor.

Such a complaint must be written to the head of the authority based on the subscriber’s place of residence or addressed to the Federal Surveillance Service. Files and documents that will confirm the violation of your rights can significantly speed up the process of considering your complaint:

a copy of the complaint sent to MegaFon;
a copy of the response to the complaint you received;
a copy of the complaint filed on the company website or provided to a senior manager of the company;
copies of checks;
call printouts;
witness statements;
video, photo, audio files;
copies of bank account statements, if money was withdrawn from it to pay for communication services.

How to write a letter of claim

To file a complaint, you must indicate:

circumstances in which problems arose , for example, you transferred money to your account, but it did not arrive, or the tariff was switched without your knowledge;
a clause of the contract that was violated by the company’s employees;
your actions that you took , for example, contacting the hotline, but they did not help you;
the amount of funds that Megafon must compensate;
the time frame within which you must be given an answer , as well as pay the money.

You can also indicate that if there is no response, you will be forced to go to court and additionally collect a penalty.

The complaint will need to be accompanied by:

scan of your passport (front side turned);
scan of the contract indicating mobile communication services;
a check or payment order or screenshot of evidence of the violation;
audio transcript of a conversation with an employee;
video recording of the violation , etc.

You can also attach a document from the bank indicating the details of your current account where the money needs to be transferred, and the calculation of the penalty.

The complaint itself is drawn up in free form; the header indicating the information of the applicant and addressee does not need to be filled out - this information will already be contained in the body of the letter. An example of how to file a complaint to Megafon can be found at the link.

Once you have submitted an online complaint, you no longer need to submit a written complaint.

Contacts contacts

At the bottom of the page, click on the “Contact MegaFon” option.

Select the “Write a letter to us” option. In the window that appears, indicate:
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.

Deadline for responding to a complaint

In accordance with the law, a response to a letter must be received within 10 days. No more than 30 days are allotted to directly respond to the complaint (i.e., in fact, to issue a refund).

If Megafon does not respond within the specified period, then you have the right to charge a penalty in the amount of 1/300 of the current refinancing rate for each day of delay until the date of return of funds.

If the essence of the complaint was intangible, then it is possible to recover compensation from the company in court for moral damages and legal costs.

For the sake of objectivity, it is worth noting that most often Megafon responds to complaints on time in order to avoid litigation. And it’s not always worth suing over a conditional 100 rubles.

Complaint to the Prosecutor's Office

If the operator violates the rights of subscribers, they have the right to file a complaint with the Prosecutor's Office, and the complaint is filed at the subscriber's place of residence. The complaint must be drawn up taking into account all the norms for conducting official correspondence:

The header indicates the address of the government body or official to whom the complaint is addressed. The applicant indicates his full name and contact information;
in the main part it is necessary to state in detail, but without unnecessary digressions, the essence of the situation or problem that has arisen, it is worth referring to laws and regulations. The applicant's requirements are also stated here;
At the end of the complaint there is a signature and date.

Grounds for going to court

“Megafon” is a legal entity that provides the population with communication services, the Internet, and also sells mobile devices and other gadgets. That is, it is a non-governmental organization that provides services to the population on a paid basis. This automatically brings the work of Megafon under the “Law on the Protection of Consumer Rights” and many other norms. And it is precisely when they are violated that it is worth filing a lawsuit.

The good thing about going to court is that they can consider almost any justified complaint. But their spectrum is extremely diverse. Among them:

Poor service and poor quality of service;
Illegal refusal to provide services or comply with the terms of the contract;
Deception of clients, fraud;
Dissemination of personal information of clients;
Connecting unnecessary services without the client’s consent or charging for a service that was not actually provided;
Refusal to resolve disputes without explanation.

And much more. You can complain about all this to Rospotrebnadzor, but if Megafon, even after a complaint, inspection and ruling, refused to respect your rights, then all you can do is start litigation.

How to sue a megaphone for communication problems

Cellular communications have become an integral part of our lives. Every day we make many calls, send SMS and use the mobile Internet in full confidence that the operator is conscientious about his business. Now the speed of life has increased significantly, and even while on a trip, using the mobile Internet, we can afford to make transactions with partners who are hundreds and even thousands of kilometers away from us, conduct business negotiations, and exchange documents. But what to do if important negotiations are disrupted due to the fault of the mobile operator? What should we do if not only our comfort is affected, but also our business reputation, and with it our financial well-being?

This operator provides mobile communication services, including MMS and SMS messages, as well as high-speed Internet services. To become a Megafon client, it is enough to conclude an agreement for the provision of services, and for this you do not even always need to go to the operator’s office.

How to file a complaint against an operator

A letter will be sent to this address soon. Confirm your subscription if everything is valid. Or maybe it’s just that new legislative proposals require new equipment, storage with technical information about subscribers - that’s the need for new systems. One person creates something worthwhile, and as long as he alone controls everything, it remains something worthwhile.
WATCH THE VIDEO ON THE TOPIC: A girl received a lawsuit from MegaFon for an iPhone

Help Users Calendar All sections have been read. Good day, Unregistered. Dear subscribers! We don't stand still! We have created a telegram chat forum for employees of the Ministry of Internal Affairs, where you can: Ask questions and express your wishes regarding the work of the Forum and the telegram channel.