“How to terminate an agreement with MTS?” – clients periodically ask this question to support specialists and authoritative thematic forums. Since Mobile TeleSystems are involved not only in the field of mobile communications, but also in home telephony, the Internet and television, this problem is gaining relevance. Lack of need for further use of communication services, finding a more profitable option and other reasons may be a reason to terminate the service. There are also a number of features that should also be taken into account before writing the appropriate application.
In this material we will look at:
- where can I go with such a question?
- the main reasons for refusal that may be taken into account;
- Features of submitting an application and mandatory conditions;
- the principle of returning equipment if it was leased.
- other situations relevant for study.
Reasons for terminating the contract with MTS
Termination of contracts is regulated by the Civil Code of the Russian Federation and the Federal Law “On Communications”. Both documents do not give legal significance to the reasons for termination of the contract. Usually the company itself asks for reasons in order to improve the quality of service. If the subscriber wants to terminate the contract, no one will forcefully hold him back.
In practice, relationships end due to:
- Weak coverage area and signal;
- Low quality communication services;
- Problems with service at the company's office;
- Slow Internet;
- Errors in calculating subscription fees and other payments;
- Relocation of a subscriber to another region.
Among the reasons for terminating a contract for home Internet and TV, moving is the leading one. However, some tenants simply leave their housing and do nothing. They may in the future become debtors under a court decision if the new tenant of the apartment decides to stop paying for the Internet.
How to write a complaint against MTS
When drawing up a complaint against MTS to government agencies, you should take into account the requirements of Art. 7 of the Federal Law of May 2, 2006 No. 59-FZ “On the procedure for considering appeals from citizens of the Russian Federation.” In particular, the appeal must contain:
- the name of the government body to which the application is sent, or the full name and position of a specific official;
- Full name of the applicant;
- the postal address of the applicant where the response to the complaint will be sent, and in the case of an electronic appeal - the email address;
- the essence of the complaint;
- list of applications;
- date and signature.
Thus, structurally, the complaint includes the same elements as the claim. However, in this case, if the required information is not specified when drawing up the document, the complaint may be left without consideration. In addition, the complaint cannot contain obscene language, insults or threats.
Also, in the complaint, instead of the demanding part, a pleading part is drawn up, which sets out requests to the government body: to conduct an inspection, terminate the contract, restore rights, etc.
Sample complaint
complaints about MTS
Consultation on drafting a document Tired of reading? We’ll tell you over the phone and answer your questions
Conditions for terminating the contract with MTS
A condition is a group of facts, the presence of which makes termination of the contract possible. Conditions vary for contracts for the provision of mobile communication services, television, and the Internet.
For cellular communications from MTS the following works:
- Topped up account;
- Promised payment and mobile loan services are disabled.
For television and landline Internet, everything is a little more complicated:
- A subscriber who has not rented equipment from the company can terminate the contract if the balance is positive;
- If you rented a router or other equipment, you will have to hand it over under an acceptance certificate, and in case of loss or damage, you will have to pay its cost and a penalty to the company.
MTS is famous for providing “promotional” smartphones with a certain tariff and mobile modems at a reduced price. It will be more difficult to terminate the purchase agreement for such a device. The subject of the contract here is not the communication service, but its provision together with the provision of equipment. Using equipment at a promotional price is only possible while you are using the connection. If the contract is terminated, a penalty will be charged.
Important: usually terminating a “promotional” contract ahead of schedule is not profitable, since the amount of the penalty is high. It is better to request the text of the contract from the company or find it at home, and see when termination is possible without accruing additional penalties.
How to disconnect from MTS home Internet forever
The contract can be permanently terminated only by a personal visit to the subscriber’s sales office. But remember that this service is not available in all offices. Initially, the client should call the hotline or help desk and clarify the address of the office where this service is provided.
How to disable MTS home Internet through your personal account
The client cannot permanently terminate the contract through the personal account registered on the website of this service provider. But he can only refuse these services for a while.
You can refuse services for a period of 1 week to 3 months. You can activate this option 2 times a year. There is no need to pay for connection.
To activate this option, the client needs to personally visit the office of this mobile operator or call the number: 8. Internet access will be restored automatically. There is no need to pay for its connection.
By phone
If the user wishes to temporarily refuse the services of this cellular operator, he can do this by calling 8 800 250 08 90. Check with the person working for this cellular operator for the address of the nearest sales office and its opening hours.
You can also ask the operator what documents the user needs. In addition, you can ask him about the client’s existing debts.
If the user has debts, his contract will not be terminated. The user must tell the operator his full name and personal account number.
The operator is obliged to answer all user questions.
What documents are needed to terminate the contract?
Usually they write that you need the text of the contract and a passport. In fact, no “documents” other than identification are required. The person who entered into the contract must confirm his identity at the company’s office, so he takes with him:
- Passport of a citizen of the Russian Federation, or passport of a sailor;
- A driver's license or any document with a photo and a temporary identity card, which is issued for the duration of the passport change.
He will write a statement at the company office. The contract is needed only for preparation, to see under what conditions it was concluded and what possible additional payments need to be made.
When terminating a contract for the use of home TV or the Internet, a passport, an application, and drawing up an equipment acceptance certificate may be required, but the latter is drawn up by MTS employees.
If the card has not been activated
All banks send cards inactive. It's just plastic with an inactive account. To start the process, the client must take a mandatory action - call the MTS Bank hotline and complete the activation. Only after this the payment instrument becomes valid and various operations can be performed with it.
If you have not made the card active, you can do nothing. The account is not valid; nothing can be debited from it for services and maintenance. Therefore, you can simply forget about plastic. It is valid for 3 years, the expiration date is indicated on the front side of the card. While the term has not expired, the card can still be activated. Once finished, the plastic will become unusable.
MTS employees can activate the card upon issue. You may not even know about it. If you have a question whether your card is activated or not, please contact the bank’s hotline 8800 250-0-520.
Complete algorithm for terminating the contract: step-by-step instructions
- We request the contract from the company’s office, or find it at home. We carefully read the clause about termination; if no penalties, fines, penalties or other payments are provided, we continue.
- In your personal account on the MTS website, we disable all unnecessary subscriptions, music, TV, services, subscriptions to third-party sites, credit, promised payment. We pay off the resulting debt so that the amount is positive in the account.
- We go to the MTS office and write an application to terminate the contract. Please block your SIM card.
- The company will terminate the contract within three working days. The account balance can be obtained at the office in person, with your passport.
Important: when terminating contracts with a monthly fee, you need to remember when it is charged. It is advisable to carry out actions 5-6 days before this date, so that a new subscription fee is not charged and you do not have to pay a double amount.
For television and the Internet, a stage of equipment delivery is added.
Lawyers' answers (6)
Write an application for a copy of the contract, or you can contact Rospotrebnadzor.
Perhaps the operator has approved a form of agreement that is the same for everyone and, perhaps. it is posted on the website.
Clause 1. Art. 426 of the Civil Code of the Russian Federation A public contract is an agreement concluded by a person engaged in entrepreneurial or other income-generating activities, and establishing his obligations to sell goods, perform work or provide services that such a person, by the nature of his activities, must carry out in relation to everyone who turns to him (retail trade, transportation by public transport, communication services, energy supply, medical, hotel services, etc.).
Submitting an application for termination of the contract: how to fill it out correctly
The law does not contain requirements for such statements. They are determined by internal instructions of MTS. Typically, termination of a contract is completed in the office, where the subscriber fills out a form indicating:
- Full name according to documents, place of registration, passport details;
- Place of use of the equipment, if it differs from the address on the passport;
- Expression of will, that is, an indication of the desire to terminate the contract;
- Reason for termination. MTS asks for its needs to improve the quality of service;
- Date, signature.
Application example.
Full sample application - .
The application must not contain errors or typos that change its meaning or may cause misperception of the information contained in it.
Peculiarities
As mentioned earlier, the largest telecommunications operator can offer solutions to overcome the current situation. It could be:
- switching to a more profitable tariff plan;
- receiving a discount;
- other special bonuses that improve the quality of service.
It is also recommended to first consult with a company specialist. Perhaps the problems that arise occur on the client side and are solved by installing additional software or replacing hardware. The company complies with the law and never interferes with the client’s decision. You can also access the information section of the site, which contains up-to-date information on the most common issues.
How to prepare for going to the office
You need to take with you valid documents - a passport, or a document that will replace it. If a person terminates a contract in the interests of an incapacitated person - evidence of his rights, for example, documents on kinship, and a copy of the court decision declaring him incompetent.
If a contract is terminated on behalf of a person who is temporarily absent from the place where the contract was concluded and terminated (went on a long business trip), a notarized power of attorney will be required.
It is important to pay off all debts and disable additional services.
Why close the card?
You must ask yourself the question of how to close an MTS Bank card if you understand that you do not need a means of payment. This is especially true for credit cards, for which the client bears more obligations.
An account is linked to the card. In fact, it is precisely this that needs to be closed. This is the only way to get rid of obligations to the bank and break all ties with it. If you simply do not use plastic, the account will remain valid, and mandatory payments such as service fees and SMS notifications will be debited from it.
Equipment delivery
The equipment is handed over either at the company’s office, or, if it requires dismantling, at the place of residence to an MTS representative. An acceptance certificate is issued regarding the delivery of equipment. It must indicate that the equipment being handed over is in working order, and the company has no claims against the subscriber.
Be sure to hand over your equipment.
If equipment is lost or damaged, a penalty will be charged. The amount is determined by agreement; it may be the subject of a dispute in court if the subscriber is not satisfied. In this case, he conducts an examination at his expense to prove the legality of his actions. Therefore, trials on this basis are rarely held.
Lawyers' answers (2)
Recognize the contract as invalid in court because it was concluded fraudulently, you were misled.
Write a request in writing to provide you with a copy of the contract by registered mail (justify why: for example, to draw up an additional agreement, because you want to improve technical characteristics, increase the tariff, etc.). Or wait until they contact you with a statement of claim to collect the debt, there (in court) the contract will be presented in the case materials, and you will see it. And directly in court, declare that the statute of limitations (3 years) has passed for these claims, the court will be obliged to apply the specified period and refuse to satisfy the claims.
Pitfalls: what you need to know when terminating a contract with an operator
You need to understand that it will not be possible to terminate the contract if:
- There is a debt and they are not going to pay it off:
- A loan was taken out from MTS Bank for any needs, but problems arose with repayment;
- There is a debt for any services, for example, for some long-forgotten SIM cards
The company will insist that the subscriber repay the debt on all products that he has ever used, this must be kept in mind.
It is possible to go to court to prove that the communication service was not provided or was of poor quality, if this is really practical and the amount of debt is large. In a situation with such questions, it is necessary to compare possible costs and prospects.
How to return rented equipment?
Before terminating the contract with MTS, you need to deal with the leased equipment. Rented devices can be returned at one of the operator’s offices.
Telephone store employees will check the equipment to ensure that the returned equipment is working properly and that there is no visible damage, and only then can they accept it.
Equipment that was purchased can be returned no later than two weeks from the date of purchase. You should have your passport and rental agreement with you (if the device was rented), or a purchase receipt and warranty card (if the device was purchased).
How to close an account at MTS Bank remotely
It happens that in the place of residence of the card holder there is neither an MTS Bank office nor communication shops of the same name. In this case, you will have to act through the mail, sending an application to the bank by letter.
Application for closing an MTS Bank card
Call the hotline in advance and find out exactly what documents need to be sent and how much money needs to be deposited into the account to completely cancel the services. MTS Bank's postal address is 115432, Moscow, Andropov Avenue 18 bldg. 1 .
To cancel the MTS Money credit card, send a registered letter with notification. You will receive a notification from the mail that the letter has been delivered and personally delivered to the addressee. You will also receive an SMS from the bank on your phone informing you that your application has been accepted. Keep your phone on, they may call you to resolve some issues.
about the author
Irina Rusanova - higher education at the International East European University in the direction of "Banking". Graduated with honors from the Russian Economic Institute named after G.V. Plekhanov with a major in Finance and Credit. Ten years of experience in leading Russian banks: Alfa-Bank, Renaissance Credit, Home Credit Bank, Delta Credit, ATB, Svyaznoy (closed). He is an analyst and expert of the Brobank service on banking and financial stability. [email protected]
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