How to correctly write a claim to MTS for a refund?

How to write a complaint to MTS

To submit a complaint on paper, you must follow the three-step instructions:

1. .
2. Fill in the empty fields.
3. Submit an application or send a letter.

Each of the points has its own nuances. It is possible to achieve the processing of a claim only if the details are taken into account at all stages of the procedure.

claims to MTS

The form can be found on the official MTS website or

Fill out the form according to the instructions

The most important step is filling out the form. It determines how long you will have to wait for a response and whether the request will be processed, because incorrectly filed complaints are ignored.

Attention! The form can be filled out on a computer or by hand.

The application must be drawn up by the MTS client taking into account the following rules:

1. Explain the situation. There is no need for unnecessary constructions; the story should be presented strictly to the point and in order. It is advisable to add the exact date or period when the situation occurred.
2. Indicate the clauses of the contract that were violated by the operator. You can familiarize yourself with the terms and conditions in the agreement concluded when opening a personal account with MTS.
3. Specify requirements. This could be a refund of written-off funds, replacement of equipment, or forced shutdown of services. If the applicant wishes to receive money, then the return method is additionally indicated. Funds can be credited to any bank card or MTS personal account.

It is recommended to submit the claim in two copies. One paper is transferred to the MTS salon, and the other remains with the applicant.

The copy kept by the applicant must be marked with acceptance of the document. This will confirm that the claim has been accepted for processing.

One of the points of reference is the “contract number”. You can find it out from the contract concluded for the provision of MTS services, or by calling 0890. To receive information by phone, you will need to provide your passport information.

Sample claim to MTS

To correctly fill out all fields, you must rely on the sample claim form presented below.

Submit your claim to MTS

The completed form must be taken to any MTS branch. To confirm acceptance of the document, the employee will put a corresponding mark on it. The response time has not been determined due to the number of requests. To receive a refund of money spent on connected services, you will need to prove that the client did not subscribe to them himself. This is difficult to do, so cases of reimbursement are rare.

Application forms

This section contains a complete list of application forms required for drawing up contracts when connecting subscribers, for their service and financial services, as well as for servicing MTS corporate subscribers.
To connect and service subscribers, only application forms of the established form are used. The forms cannot be changed by the subscriber or an employee of the Commercial Representative.

IMPORTANT!!! At

When filling out an application for a change of owner procedure,
it is necessary to indicate the reason for re-issuing the Agreement
.
Example: The number was used by close relatives (son/daughter, mother/father, wife/husband), the number is actually used by another person, the number is re-issued from a legal entity to an individual or vice versa (in this case, the individual is a resigning or hired employee of this legal entity faces), etc.

How to write a complaint to MTS online

MTS provides the opportunity to file a claim not only in paper form, but also in an online application format. This option is processed faster, and the client spends less time submitting the application. To do this, you need to visit the official MTS website and find the feedback form or follow the link.

It is important to select the region from which the claim is being filed. To do this, you need to open the context menu at the top of the page by clicking on the name of the region.

MTS feedback form

To process your application, you must fill out the feedback form correctly. To do this you need to follow the instructions:

1. Select the “Complain” item.

2. Select the appropriate item from the context menu of the subject of the appeal.
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3. Fill in the basic information (full name, passport details, contact information). It is important to choose the right period that will be processed by company employees. You should not unnecessarily select a long period, as this will increase the response time.

4. The connection address is part of the claim, which is not included in all types of requests. This block appears in the form if the service is connected to a specific apartment (Internet, satellite TV).
5. The information block “Store store address” is found only in requests regarding the quality of service in MTS stores. The claim may concern a specific employee of the company. Then you need to provide the details of this consultant.
6. The main part is a description of the situation. The text should be written without unnecessary information, strictly to the point, indicating exact or approximate dates. A step-by-step and brief presentation of the situation will speed up the application processing process. All you have to do is choose one of three ways to notify about the response and click on the “Send request” button.

Filling out the online form will not cause any problems. Information must be entered in the fields marked with a red asterisk. Before submitting a claim, you must carefully read the entered information. Errors or typographical errors will result in the application being rejected.

MTS email for complaints

MTS does not have a separate mailbox for accepting claims. Complaints should be submitted to General Services Information should be submitted on a form similar to filing a complaint in person, but electronically. To do this, you need to fill it out on the computer or by hand. If the information was entered by hand, then the completed application will need to be scanned and attached in an email, accompanied by a photo with a brief text describing the situation and the reason for the application.

Filling out an electronic claim form

The electronic application form allows citizens to report fraudulent activities, ask a question to a company representative, or leave a complaint about the quality of service.

When submitting an electronic request (https://anketa.ssl.mts.ru/ind/feedback_mob/), you will need to select the topic of the appeal and the type of service for which you are filing a claim, after which you must indicate the data listed below:

• Full name of the applicant;
• passport series and number;
• an email address through which company specialists can contact the applicant;
• contact phone number;
• the type of service with which the client is dissatisfied;
• the essence of the appeal;
• way to get a specialist answer.

If you have documentary evidence of a violation of your rights and interests, these papers must be attached to the specified claim. The response to the request can be sent by SMS message or via the specified e-mail, and also voiced over the phone.

Where else can you complain about MTS?

An MTS client can call the call center. But most operators will not be able to help solve a problem if it is outside the scope of their duties. To prove that the service was not activated by the user and he did not give permission to write off funds for it, you will have to write a statement. This issue cannot be resolved over the phone, since in most cases the operator will state that you signed up for the subscription yourself. The maximum that a call center operator can do in such a situation is to disable the service, but not return the money spent.

If MTS refuses to process a claim, or the client does not receive what he wants, then he can contact the regulatory authorities:

1. Rospotrebnadzor.
2. Society for the Protection of Consumer Rights.
3. Court. It is the last resort where the consumer can turn. To do this, he draws up a statement of claim, which describes the situation and indicates the violated points of the civil code.

In all cases, you must attach claims that were rejected by MTS employees and other authorities.

Application for recalculation of the cost of services of MTS OJSC

STATEMENT

about recalculating the cost

I am a subscriber of Mobile TeleSystems OJSC under the corporate tariff “Business Unlimited L”. The corporate rate is used by Start LLC (account ********), of which I am an employee.

In the period from July 20, 2014 to July 31, 2014, our company’s account was repeatedly blocked for non-payment. When asked about the reasons for the blocking, a representative of MTS LLC explained that the account is blocked due to excess mobile Internet traffic with the existing limit of 1.5 Gb. In particular, overexpenditure in the amount of about 50,000 rubles. was admitted during the specified period using the number 8 (913) 888-88-88, which was provided to me by the organization.

I consider the explanations of Mobile TeleSystems LLC unfounded, and the actions to block the account and withhold the specified amount are unlawful for the following reasons.

In accordance with Part 1 of Article 426 of the Civil Code of the Russian Federation, Articles 44.45 of Federal Law No. 126-FZ “On Communications”, Clause 15 of the Rules for the provision of mobile communication services, approved by Decree of the Government of the Russian Federation of May 25, 2005 No. 328, agreement on the provision communication services concluded with citizens is a public contract.

The subscriber concludes an agreement for the provision of mobile radiotelephone communication services by joining the Rules of Provision, which are a public offer.

According to Part 2 of Article 437 of the Civil Code of the Russian Federation, an offer containing all the essential terms of the contract, from which the will of the person making the offer is discerned, to conclude an agreement on the conditions specified in the offer with anyone who responds, is recognized as an offer (public offer).

In accordance with paragraph 3 of Article 438 of the Civil Code of the Russian Federation, the performance by the person who received the offer, within the period established for its acceptance, of actions to fulfill the terms of the contract specified in it, is considered acceptance, unless otherwise provided by law, other legal acts or specified in offer.

Thus, within the meaning of Articles 426, 437 of the Civil Code of the Russian Federation, posting information about a service on a website is a public offer.

The description of the “Business Unlimited L” tariff is presented on the website https://www.corp.mts.ru/mob_connect/tariffs/unlimited_business_l/, according to which the monthly fee for this tariff includes:

• calls to MTS mobile phones in Moscow and the Moscow region, issued under one contract;
• calls to all numbers in Moscow, the Moscow region and MTS throughout Russia (4000 minutes);
• mobile Internet from phone (10 GB);
• outgoing SMS to subscribers in Moscow, Moscow region and MTS Russia (10,000 sms);
• all incoming calls.

I believe that my actual use of cellular telephone services on the terms and conditions posted by your company on this website constitutes acceptance of the offer offered by MTS LLC as the party providing the services. According to clause 1 of Article 433 of the Civil Code of the Russian Federation, a contract is recognized as concluded at the moment the person who sent the offer receives its acceptance.

Clause 4.1 of the Conditions for the provision of mobile communication services by MTS (hereinafter referred to as the Conditions) stipulates that the list of services provided to the Subscriber is determined by the tariff plan chosen by the subscriber, taking into account other services additionally ordered by the subscriber in accordance with the current offers of the operator and/or third parties.

According to paragraph 21 of the Rules for the provision of communication services, the operator is prohibited from imposing on the subscriber the provision of additional mobile communication services provided for a fee.

Thus, I believe that my use of mobile Internet at 8 (913) 888-88-88 within 10 Cb is legal and corresponds to the description of this tariff.

Based on the above and in accordance with Article 426, Article 433 of the Civil Code of the Russian Federation, Articles 44,45 of Federal Law No. 126-FZ “On Communications”, clause 15 of the Rules for the provision of mobile communication services,

ASK:

Recalculate the cost of services at the corporate tariff used by Start LLC (account ********) for the period from 07/20/2014 to 07/31/2014 and return the unreasonably withheld amount for overuse of mobile Internet traffic by number.

How to properly terminate a contract with MTS for mobile communications

To terminate a mobile phone deal, you don't have to go to the office or fill out applications. The procedure follows a simplified form. Make sure that:

1. There is money on the balance sheet.
2. Additional subscriptions and options are deactivated.
3. The tariff used does not imply a mandatory period of use.

You can refuse service by calling the hotline. The specialist will definitely ask why the presented decision was made and will try to provide an alternative option. If you refuse, he will cancel the contract, as a result of which the SIM card will be blocked.

Features of filing a complaint

It is necessary to correctly fill out the complaint by filling out all fields. The use of Latin letters is prohibited, except for names. There shouldn't be any mistakes either. All questions must be addressed competently and briefly.

Only current information is accepted as contact information. The problem should be described to the point. If there are any documents, they should be attached. The complaint must be made in two copies, the original must be kept with you.

The document can be transmitted through employees to the general director. There must be a note indicating receipt. If the complaint was ignored by the director, then you should go to court. This method is considered the most effective. In this case, the violator of the law will be forced to pay not only the cost of the service or product, but also material damage.

Reasons for filing a complaint

There are some statistics showing for what reasons clients contact us most often:

• Poor connection, disappears periodically.
• Spam messages are sent to your phone.
• Mailings that involve payment have been activated for you without your knowledge.
• The operator does not want to terminate the contract.
• The subscriber's rights were violated.
• The operator began to withdraw money from the balance, ignoring the laws.
• Internet speed is less than specified in the tariff conditions.

How to terminate a TV contract

To terminate a television contract with MTS, you will need to take into account some nuances. When purchasing packages for interactive or satellite TV, subscribers are given special equipment. If you refuse further service, the user undertakes to return the equipment in good condition.

Make sure that you do not owe the provider for the services provided and that the subscription payment is fully repaid. It is worth noting that connecting to television often implies a mandatory period during which the subscriber agrees to use the selected package. That is, if the deal is terminated, you risk paying a fine.

To terminate the transaction, go to the nearest branch of the operator, where you will need to fill out an application. Take your passport with you.

Return of equipment

Not all situations require you to return equipment. For example, if you did not use the rental offered by the operator, but purchased your own TV set-top box. There is also no need for a return if the user has fulfilled all the requirements specified in the rental agreement.

In other cases, the equipment is returned in the same condition as it was issued to the client at the time the contract was concluded.