How to file a complaint or claim against the Beeline operator

Unauthorized write-offs or other illegal actions require investigation. A complaint against Beeline to the provider’s technical support service or third-party authorities that monitor the legality of commercial transactions and protect consumer rights will help in this matter. If the operator regularly experiences network failures and subscribers are connected to paid subscriptions without their knowledge, then such actions may be regarded as fraudulent.

When is it appropriate to complain?

Reasonable and constructive appeals are considered faster. If the statement is presented in a rude, obscene form, without facts, then it will not be taken into account.

What you can complain about:

1. Systematically poor connection quality.
2. Internet connection is intermittent or unavailable.
3. Unauthorized withdrawal of money.
4. Blocking an account without permission.
5. Lots of spam in messages.
6. Incompetence of the seller in the Beeline store.
7. Rude and illiterate online consultant.
8. Refusal to terminate the service contract at the initiative of the subscriber.
9. Violation of the confidentiality of SMS correspondence, wiretapping of conversations without a court order.
10. Inconsistent connection of services.
11. Actions of scammers.

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.

Options for submitting an appeal

Choose a convenient way to make a claim.

Complaint book online

A copy of the appeal can be saved to your device.
Procedure:

1. Go to the Beeline website beeline.ru.
2. Click on the "Message" icon at the top of the main page.
3. In the electronic assistant that opens, enter the required data.
4. In the next window, state the problem.
5. Click "Submit".

Letter by email

From your address, send a complaint to [email protected] A complaint against Beeline can contain a maximum of 2000 characters, so first formulate the problem on paper or in some editor.

Registered letter to a communication salon

If the nearest Beeline store is far away, send a registered letter there with notification. Keep a copy of it and keep the notice.

Direct contact to the salon

When contacting a Beeline store, do not forget to take your passport. Make a claim in 2 copies. The salon employee is required to register the document, indicate its number in the copy, and sign for receipt. This will be proof that you filed a complaint.

Call customer support number

Tell us about the situation by phone:

• 0611 - for mobile calls;
• 8 in Russia;
• +7 in roaming.

Prepare a text in advance to verbally present the problem to a support employee. This way you will get the point across better. A Beeline employee will check the data and, if it is not possible to correct the situation immediately, will advise on how to proceed.

Filing a claim in court

If you receive an official refusal from Beeline to take action or ignore the application, go to court. Take with you your passport and evidence of an unsuccessful application to Beeline.

You can ask the court to recover compensation for moral damages from the company.

general information

To complain about Beeline, you will need to draw up a paper with clear claims and an evidence base. Such a letter is written in any form, but must contain several main points, without which the complaint will not be accepted. Key aspects:

1. A clear description of the problem (complaint).
2. Providing documents that confirm the existence of a formal agreement.
3. Evidence that the client's rights have been violated.
4. Complete information about the client: passport details, contact information.
5. Links to legislation.

In case of regular failures, it is difficult to provide evidence. In this case, a collective complaint from several victims at once will help.

How to properly file a complaint

The document must be formatted correctly.
Write your complaint in free form, but do not forget:

1. Indicate the name of the addressee company, full name of the applicant and his contact information.
2. State the problem and how they tried to solve it.
3. Attach evidence if available.
4. Indicate the date of writing and subscribe.

You must complain no later than 6 months from the date of the incident. The appeal is registered immediately or the next day after receipt. Within 30 days, the company must take action and report.

Postal address: Russian Federation, 127083, Moscow, st. 8th March, 10, building 14. VimpelCom PJSC.

Situations that lead to filing a complaint

1. Poor level of mobile communications and Internet access.
2. Unreasonable debiting of funds from the subscriber’s personal account.
3. Unreasonable account blocking.
4. Massive distribution of advertising alerts.
5. Low level of services provided by both the operator itself and its employees in Beeline offices.
6. The technical support department does not perform its functions at the proper level.
7. The operator’s refusal to terminate a previously concluded contract with the client.
8. Violation of legal consumer rights.
9. Boorish communication from the hotline staff.

Application sample

When writing a complaint, keep in mind: the more facts and evidence, the better.

At PJSC VimpelCom

from Ivanov I.I.,

residing at: ***,

telephone: ***,

Email: ***.

Complaint

On March 13, 2021, 1000 rubles were withdrawn from my mobile account. for the service ***, which I did not activate. When concluding an agreement for the provision of cellular communication services No. ***, I signed a refusal to connect services without my consent.

I demand:

1. A written explanation of what happened.
2. Return money to the account.
3. …

If my demands are ignored, I will go to court (prosecutor's office, Rospotrebnadzor, OZPP).

03/14/2021 Signature: Ivanov

I am attaching supporting documents:

1. Copy of contract No.*** - 3 sheets.
2. Copy of refusal to connect services - 1 sheet.
3. Copy of passport - 2 sheets.

Total: 6 sheets.

Grounds for complaints about Beeline

Sometimes people doubt whether it is worth sending a complaint to Beeline or to a higher organization. After all, perhaps the problem will solve itself. Such an approach to the matter is unacceptable in a legal society.

In the following situations, a person has every right to write a complaint:

• The quality of communication has deteriorated without intervention from the client.
• The subscriber's personal data was stolen.
• Excess money is debited from your personal account.
• The operator increased the subscription fee without warning.
• Beeline advertises illegal resources.
• A company employee was rude while communicating with a client.

Beeline always tries to resolve disputes in favor of subscribers. But, if this does not happen, you should not be afraid of higher authorities who are ready to accept applications from individuals.

Which bodies control the activities of Beeline

For each region, the websites have contact information for branches.

When Beeline does not solve the problem or ignores it, contact the control authorities with a statement using the same form.

Consumer Protection Society

This is a public association that monitors compliance with the Consumer Rights Protection Law. OZPP receives complaints from Beeline subscribers and verifies violations.

Contacts:

• telephone;
• E-mail address;
• postal address: 119121, Moscow, st. Smolenskaya, 7.

Rospotrebnadzor

The organization also oversees the work of companies providing communication services.

Contact service specialists:

• by phone or 8 (499) 973-26-90;
• by email;
• via Russian Post: 127994, Moscow, Vadkovsky lane, 18, building 5 and 7.

The service has an online portal where you can complain about Beeline.

Reasons for refusal to consider an appeal may be:

• incorrectly drawn up claim (circumstances not specified);
• use of obscene language;
• anonymity or inaccuracy of the applicant's data;
• incomplete set of documents (correspondence with the company, sales receipts, contracts);
• lack of grounds for verification.

Rospotrebnadzor cannot force Beeline to return money or recalculate telephony fees. He issues an order in which he recognizes the operator’s actions as unlawful. If the company does not comply with it, then go to court or the prosecutor's office.

Consumer rights in the field of communication services

In addition to the guarantees provided to consumers in accordance with the Law on the Protection of Consumer Rights, the rights of users of communication services are regulated by several other regulations, namely:

• 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 “On the procedure for the provision of telephone services” (together with the “Rules for the provision of telephone services”.

The rules for the provision of services established by these laws are violated by Beeline quite often. You should not take the poor quality of services or the rudeness of company employees for granted: these problems are often resolved by filing a complaint against Beeline with the competent authorities.

Among the most common complaints from the company’s clients are:

• poor communication quality, low Internet speed, interruptions in the provision of TV services;
• connection of additional services without the user’s consent and unjustified debiting of funds from the account;
• advertising calls and SMS without obtaining user consent;
• disclosure or transfer of personal data without the user’s consent;
• refusal to terminate the contract for the provision of communication services;
• rudeness and illegal behavior of company employees;
• providing untrue information about services;
• violation of the terms of the contract for the provision of communication services;
• problems with ordering and service in the Beeline online store. You can read more about how to complain about the Beeline online store here.

Duration of consideration of the application

In the event of a change in the review time frame, the subscriber will be notified.
The Federal Law “On Communications” regulates the algorithm for filing and receiving complaints. Within 30 days from the date of registration, supervisory organizations conduct fact-checks and notify applicants of the results. The application is registered no later than the next day after receipt. Holidays and weekends do not count. In rare cases, consideration of the application is extended for another 30 days (you will be notified about this).

You will be notified if your application is denied.

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.

What problems can you complain about?

The reason for writing a complaint against Beeline can be any violation of the subscriber agreement committed by the operator, or complaints about the work of its employees, for example:

• Poor quality or slow connection speed.
• Sudden suspension of the contract without notifying the subscriber.
• Debiting money from an account at the request of fraudsters or as a result of an error.
• Preventing termination of the contract.
• Connecting paid services without the subscriber’s knowledge.
• Receiving spam messages and SMS for the purpose of fraud.
• Rude communication and rudeness on the part of hotline specialists or staff at the point of sale.
• Unprofessional advice or errors in the actions of company employees.

Any of the above reasons is a valid basis for complaints.

Features for government procurement

In legal relations between the customer and the supplier within the framework of public procurement, they demand the return of money, as a rule, in two cases:

• an advance payment was made, but the supplier did not begin to fulfill its obligations;
• paid the excess amount.

Here is an example of a claim for a refund of funds (advance payments):

The requirement to return money for low-quality goods or improper work (services) in procurement is irrelevant, because The customer checks the conscientious execution, accepts it and only then pays.

ConsultantPlus experts discussed how to ensure the return of advance payments and other practical issues. Use these instructions for free.

As for the legal relationship between the manufacturer and the intermediary, the standard rules for preparing a claim apply.

Where else can you complain?

If the complaint correspondence with the company does not lead to the desired results, the subscriber can contact the following authorities:

• Roskomnazor – on issues of communication quality (rkn.gov.ru/treatments/ask-question).
• Rospotrebnadzor - in case of violation of the terms of the subscription agreement.
• Federal Antimonopoly Committee - if the cost of services is too high.
• Prosecutor's office - if the problem is related to the unauthorized movement of funds in the subscriber's account.

If a complaint against Beeline to Rospotrebnadzor or other authorities does not bring a positive result, then you can defend your rights in court.

As a rule, writing a complaint to Beeline is quite simple. For clients of this company, all opportunities are provided to resolve any problem or conflict in the shortest possible time and at minimal cost. The most convenient way is an electronic complaint, but if the problem is not solved or the complaint is ignored, it is better to submit complaints in paper form, with a mandatory deadline. A documentary appeal will allow you to more fully confirm and defend your rights if the issue has to be resolved in court.

Did the article help you?

Nuances of writing an application

To correctly compose the text of the appeal, carefully study the contract. A complaint written by hand or printed on a printer in any form is valid. The text of the appeal is drawn up in accordance with the recommendations of Federal Law N59 “On the procedure for considering appeals from citizens of the Russian Federation” dated May 2, 2006, namely:

1. The email should not exceed 2000 characters.
2. The claim against Beeline is presented briefly, in compliance with the rules and norms of the Russian language. It must indicate the clauses of the contract or laws that Beeline violated, as well as a solution acceptable to the subscriber.
3. In a complaint against Beeline, they indicate the address of the salon where the incident of unsatisfactory provision of services was recorded, and the full names of the persons whose actions need to be appealed.
4. Fiscal receipts are subject to inventory if the claim is written on paper.

When filing a claim with the supervisory authorities, you must provide a full, reliable address, contact phone number and e-mail. Otherwise, the complaint will not be considered.

Court

If all previous efforts have failed, you should go to court. In court, you need to state that the pre-trial proceedings were ineffective; it is advisable to even attach a copy of the official refusal from the Beeline office. If you are right and can correctly build your accusation tactics, you will bring the offender to justice and receive legal compensation. Never doubt your abilities - history knows cases when ordinary citizens have sued even more influential companies than Beeline.

How to write a complaint to Beeline

Help from a lawyer on this issue

Today, almost every Russian has a mobile phone, which is actively used to communicate with friends and acquaintances, and to access the resources of the World Wide Web. When choosing an operator, a citizen has the right to rely on his preferences, requirements and other nuances.

Of course, there are leaders in the mobile communications market. One of them is Beeline. Alas, superiority among competitors does not make this company a leader in service quality. Quite often, subscribers encounter problems such as regular spam messages, poor call quality, low Internet speed, rudeness of company employees, etc. Is there a way out of this situation?

Yes, there is a way out. A citizen has the right to defend his interests and demand high quality services from the supplier. One of the ways to force a telecom operator to comply with the terms of the contract is to write a complaint.

In order for the document to comply with all the norms and requirements of current legislation, it is recommended to consult with a specialist in advance and find out all the nuances that may arise during communication with the service provider, that is, the Beeline company.

To get answers to your questions as quickly as possible and avoid unnecessary financial costs, it is best to contact an online lawyer. A remote method of communication with a specialist is not inferior in its effectiveness to a personal visit. Before making any recommendations, the lawyer will find out the details and only then explain what to do.

How to get rid of spam messages?

The term “spam” is well known not only to Internet users, but also to citizens who regularly use a mobile phone. Subscribers regularly receive SMS messages about various promotions, discounts and events. In most cases, this information is useless spam and only fills the mobile memory.

Without the consent of the subscriber, only banking organizations, government agencies and the telecom operator itself can send SMS messages. All other messages are, in fact, illegal advertising sent to the subscriber without his consent.

To help its customers get rid of annoying advertisers, Beeline launched a special “Antispam Protection” service. This service is provided free of charge and is available to all clients of the company. Of course, the service allowed us to achieve some efficiency, but, alas, it is not able to fully protect the subscriber from spam.

The essence of the service is that a subscriber who has received an advertising message can inform the operator about it. To do this, you need to send an SMS message to number 007, indicating in the text:

• Mobile number from which the spam message was received;
• SMS text;
• The date and time the message was received.

After receiving such a request, the operator's system will block the sender. Of course, this measure is not enough to get rid of all illegal mailings, but the comfort of communication becomes higher.

As for citizens using smartphones, they have another opportunity to get rid of spam.

To do this, they just need to install the appropriate software and configure its filters.

To which organization should I send a complaint against the Beeline company?

Initially, subscribers who are not satisfied with the quality of the communication provided, the speed of the Internet connection or other nuances should submit a complaint to Beeline management. In accordance with current legislation, the first step in resolving any conflict situation should be communication at the internal level.

The easiest way to solve the problem is to call the call center and verbally communicate with its operator. Of course, there are situations when it can be extremely difficult to get through, due to the large number of calls received.

If the wait for a response is too long, or the subscriber does not have the opportunity to stay on the line for a long time, you can inform the operator about your problem in another way - by sending a request through a special feedback form posted on the company’s official website. When one of the operators is free, he himself will call the subscriber back and find out what’s wrong.

Citizens can also write a letter to Beeline's email address or personally bring it to the main office. The choice of the most comfortable option remains with the subscriber. He must also take into account the essence of the problem. If it concerns spam, low Internet speed or poor connection quality, Beeline management will not consider the complaint, referring the complainant to the technical department.

However, there are situations when contacting the call center or management did not help in solving the problem, or the complaint was simply ignored. In this case, the subscriber has the right to move on to more drastic methods of influence and write a complaint to higher structures.

The document can be sent to the following structures:

• Roskomnadzor;
• Rospotrebnadzor;
• Courts.

If a citizen files a complaint with Rospotrebnadzor or Roskomnadzor, then these organizations will organize an inspection and, depending on its results, take measures. Court is a last resort. A statement of claim should be filed only in cases where all other methods have failed.

If the matter comes to trial, the subscriber has the right to demand compensation for material and moral damage from the telecom operator.

How to properly file a complaint against Beeline?

claims to Beeline
In order for a claim to be accepted for consideration, regardless of the final addressee, it must meet a number of requirements. First of all, we are talking about the standards of business correspondence and the norms of the Code of Civil Procedure. The text should not contain corrections, errors, inaccuracies or abbreviations. Rude and emotional language is also unacceptable. There is no strict template for such a complaint in current legislation, but it must contain the following information:

• The name of the structure to which the claim is sent;
• Individual data of the author of the document and his contacts;
• Description of the conflict;
• Applicant's requirements;
• Links to legislative acts;
• The date the claim was filed and the personal signature of its author.

After filing a claim, the applicant should also have one copy of the document, so two copies should be prepared in advance. When submitting a complaint to the competent authorities, the applicant must have with him a second copy of the document, on which a mark is placed with the date of acceptance and the incoming number.

The average time for consideration of a complaint can be up to 30 days. In some cases, a response can take much longer. It is possible to resolve the issue more quickly, but to do this you need to submit the document to several structures at once, not forgetting to keep a copy of each complaint with a note of acceptance.

If all efforts have been unsuccessful and the only remaining option is to file a statement of claim in court, it is recommended to prepare in advance for lengthy proceedings. When filing a claim, you should attach to it all copies of complaints that have already been considered previously. This way it can be proven that attempts to pre-trial resolve the conflict took place, but could not solve the problem.

It is quite difficult to study all the subtleties and nuances of the legislation on your own, which is why experts strongly recommend entrusting the representation of your interests to a professional with extensive theoretical and practical knowledge.