It's no secret that for every mobile operator, profit comes first, not customer care. The more established the customer base, the more dissatisfied customers there are. MTS has a huge number of subscribers, so complaints against this operator arise very often. Most often, the reason for dissatisfaction is not the capriciousness of subscribers. It’s true that operators often violate the rights of customers. If money was illegally withdrawn from your account, paid services were connected without your knowledge, they were rude or otherwise violated your rights, it is necessary to achieve justice. Knowing how to write a complaint to MTS correctly, you can force the operator to follow the terms of the contract. You can write a claim to MTS in the following ways:
- By writing a complaint in free form and taking it to the MTS communication salon;
- Download and fill out a special form for a complaint against the operator (the link to the file is given below). The completed form must be printed and taken to any MTS office;
- If you do not want to go to the office, you can send a complaint through the MTS website by following this link https://anketa.ssl.mts.ru/ind/feedback/.
If the reason for the complaint is not serious, then it can be resolved by calling the MTS operator. True, this method is the most ineffective. If, for example, you want to seek the return of money illegally withdrawn from your account, then it is better to fill out a special complaint form. We will tell you in this article how to write a complaint to MTS according to all the rules and what problems may arise during the proceedings.
Reasons for complaints and claims
The reasons for writing complaints and claims against the MTS operator are different. Among them:
- Unreasonable withdrawal of money from the SIM card account;
- automatic connection or imposition of additional services not included in the tariff plan;
- poor quality of mobile communications, Internet, satellite or home television;
- the employee’s reluctance to help or rude attitude on his part, etc.
In each case, the subscriber can leave a request not only to the company itself, but also to regulatory authorities.
Technical support
Each mobile operator has its own technical support. But this is far from being an efficient structure. In it, when a client contacts, there is more consultation rather than a solution to a specific problem. Polite operators who will communicate with you on the line. They will tell you everything about tariffs and payment. You can talk to them for a long time, but a specific problem, for example, a poor Internet connection, will not be solved. However, this call will be necessary when contacting the next authority. To prove the existence of a call to technical support, you need to make a printout of call details.
How to leave a complaint or claim for MTS service
The easiest ways to write a complaint to MTS are to use the Hotline, the feedback form on the website, or contact the support chat. Other available options are to write a letter to MTS by email or regular mail, or create an application addressed to the general director.
Call the Hotline
You need to call the Operator Support Service to solve technical problems, regarding issues of disconnecting or connecting services, etc., i.e. when you can quickly correct the situation. If the reason for the request is more complex and requires lengthy study or consideration, technical support staff will not be able to help the client.
So, for example, it will not be possible to complain about service by calling the Hotline, because... such a question requires investigation into the situation and it is impossible to resolve it within a couple of minutes.
On the official site
A feedback form has been created on the MTS website. Through it you can ask a question, complain, report fraud, express gratitude.
The response from the claims department can be received in the form of a call back, via SMS or as an email, at the client’s choice.
Via support chat
You can complain about the quality of communication or talk about another problem through the support chat. You can use it in the mobile application by clicking on the “Chat” button at the bottom of the main page.
In the window that appears, you need to state your problem in as much detail as possible, then the free operator will give an answer to it.
This method is practically no different from an outgoing call to the Hotline, except for a faster response and greater convenience. You need to know that in difficult situations it will not be possible to solve the problem through the Support Chat, so you should contact here only to resolve simple issues, as when calling the Support Service.
By email
You can leave a complaint about an MTS employee, service, or for any other reason by sending a message to the operator’s e-mail. The operator does not have a special email for complaints, so you can use the company’s general mailbox – [email protected]
MTS mailbox
A subscriber can write a complaint to MTS not only via the Internet, but also by regular mail.
Mail for requests: 109147, Russia, Moscow, st. Marxist, 4.
Contacting the MTS office
This method will require a personal visit to the MTS office, preferably to the central one in the city. You will need to take your passport with you. The appeal can be made on the spot, but it is better to first download the claim form and fill it out at home so as not to waste your time. Completing an application in the office is more convenient because you can ask the employees for a sample to fill out.
Application addressed to the General Director
If the subscriber decides to write a letter to the MTS company or leave a request in the office, then they need to be addressed to the general director or the head of the branch.
To state the problem, you need to use a complaint form or write a statement in free form. It is important to clearly identify the essence of the complaint and describe in detail all the actions that were taken to eliminate the situation.
The correct formulation of the question and a clear presentation of the problem will help to quickly resolve the situation in favor of the client.
Time limits for consideration of a formal complaint
The time frame for consideration of a complaint by Roskomnadzor, Rospotrebnadzor and other government bodies is determined by Art. 12 Federal Law “On the procedure for considering citizens’ appeals”, according to which:
A written appeal received by a state body, local government body or official in accordance with their competence is considered within 30 days from the date of registration of the written appeal.
According to Art. 55 Federal Law No. 126 of July 7, 2003 “On Communications”:
The claim must be registered by the telecom operator no later than the business day following the day it is received. The telecom operator, within thirty days from the date of registration of the claim, is obliged to consider it and inform the person who filed the claim about the results of its consideration.
The official response must be sent by mail or e-mail in the format of an electronic letter with a digital signature.
If a claim is partially or completely rejected, or the deadline for responding to it is not met, you can file a claim in court.
Contacting regulatory authorities
If all appeals to the company have not brought results, you need to know where to complain about MTS in this case. Regulatory authorities will help in resolving the situation - the society for the protection of consumer rights, Rospotrebnadzor, and the court.
Natalia
Technical specialist, user support on mobile communications issues.
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Contacting the OPP
OZPP are public non-profit associations that protect the interests of consumers and help resolve difficult situations. They have the right to help in drawing up an appeal to Rospotrebnadzor or Roskomnadzor.
You can find contact information for the consumer protection society for your city or region on the Internet.
Rospotrebnadzor
A complaint to this organization is made in serious situations. For example, communication services are provided with poor quality, there are no warnings about technical work, but money is written off within the specified period.
Application to court
An application to the court can be drawn up after the decision to write a claim to MTS has not brought results. The appeal must be formalized correctly, indicating the violated articles of the Civil Code of the Russian Federation and the Civil Code of the Russian Federation, and also not have any emotional overtones. Therefore, to draw up an appeal to the court, it is better to contact a lawyer, especially since each specific situation is individual and for this reason there is no general form of statement of claim.
How to deal with SMS mailings
Today, spam or SMS mailings are massively attacking phones and computers. They can be very intrusive and irritate MTS customers. In addition, by receiving and opening them, it is possible to connect unwanted paid subscriptions. At the same time, a person notices this only when money begins to be debited from the account every day. Fighting spam:
- never leave personal data on unverified sites;
- connect, which is connected at the MTS office, on the company’s website or using the number 6333;
- if you already have a paid subscription on your phone or computer, you can call technical support, where they will tell you the combination of numbers to delete the SMS campaign;
- contact the Antimonopoly Service, after this request there will be no more spam.
If you receive SMS messages on your phone from short, unfamiliar numbers, then it is better not to open them, and especially not to follow the links that are there.
How to properly file a claim
To receive a response to your claim in a short time, the application must be correctly drawn up and executed.
Electronic
The subject line of the letter should indicate “Claim to MTS for (description of reason).” If this is not done, there is a risk that the message may be lost.
If it is assumed that in the future you will have to go to court and you will need to use a pre-trial claim with MTS as evidence of an attempt to resolve the issue peacefully, you need to file it in accordance with all the rules.
It is recommended to state the essence of your problem in free form on plain paper or fill out a claim form, sign, scan in color and send the file as an attachment to a letter. If you use a simple letter form from a postal resource, the status of an official appeal may be challenged.
If the functionality of the mail service provides notification of receipt of a letter, it must be used without fail.
If there is no response to the letter, this can be used as a reason to contact the regulatory authorities.
On paper
It is preferable to submit a paper claim yourself to the operator’s office. You need to ask for a mark of acceptance, photocopy the application and receive a second copy with a mark.
The appeal should be drawn up in as much detail as possible to make it easier to understand the essence of the complaint and resolve it.
If the situation developed in several stages, you need to talk in detail about each of them.
If any clauses of the client’s contract were violated, they need to be listed.
MTS employees do not consider applications in the following cases:
- anonymous;
- without the claim itself, only with reference to any source;
- written in illegible handwriting;
- containing questions not related to the work of the company;
- containing threats or profanity.
At the end of the complaint, you need to state your requirements.
Electronic form of claim
A complaint against MTS for poor service can also be submitted electronically. In order for it to be considered within the time allowed by law and have a positive result, you need to know some points:
- The size of the electronic complaint must be within 2 thousand characters. Therefore, you will need to briefly describe the problem that has arisen, focus on the laws violated, and outline the ways to solve the problem that the complainant sees.
- Write down without errors the address of the mobile phone store and the name of the employee with whom the conflict occurred.
- Evidence is attached to the electronic complaint - these are files of any format, but not archived, up to 5 MB in size.
- The complaint is written without using Latin letters and in non-capital letters.
- Correctly enter your residential address, email and phone number.
Whatever type of claim you make, you must attach copies of documents to it, for example, a sales receipt for a purchased phone, a copy of the Agreement (3 pages), a copy of your passport (2 pages), a service coupon.
Application to a mobile operator for a refund
If you want to file a complaint against the company to get your money back, you will also need to fill out a special form. Be sure to indicate your subscriber number, detailed information about yourself: where you live, what number you can call, etc. After this, you can begin to describe the problem situation:
- If you want to return money missing from your number, please indicate the time.
- If you want to return funds that were withdrawn due to subscriptions that you did not take out, you will need to write the exact date, the address of the resource, as well as the number from the balance of which the money was lost.
- If you need to return a transfer that was made to an incorrect number, save the number and the receipt that confirms the payment.
In any case, be prepared for the fact that you yourself could make some mistake or forget that you signed up for a subscription or additional services. So you shouldn’t immediately accuse the company of fraud if you have problems with your balance sheet.
MTS hotline phone number
You can call the Russian Federation using a single phone number.
For clients within the network there is a short number for free calls: 0890 (possibly also from Belarus).
A lot of calls come from abroad, which forced the management to launch an auxiliary call center.
For other contacts, please visit the website: .
We complain to government agencies
Couldn't they help you at the operator's office? Did the response to the complaint raise more questions than were answered? Then you have a direct path to knock on the door to the structures regulating civil relations.
We are writing to the prosecutor's office
When a citizen’s rights are violated somewhere, the first thing we expect is protection from the prosecutor’s office. After all, she monitors compliance with the most important law of the country - the Constitution and related human rights .
The easiest way you can take here is to write an appeal on its regional website mosproc.ru/ipriem/iemail.php.
There are strict restrictions in the text of the complaint. Avoid obscene words, insults, threats, and also follow the rules of the Russian language and the construction of readable text. Be sure to contact the Moscow City Prosecutor or the Moscow City Prosecutor's Office at the beginning of the letter. Please check that the addresses provided are correct before sending.
After filling out the fields of the template and attaching documents confirming your correctness, the application will be accepted for processing. If your question does not directly relate to the terms of reference of the prosecutor’s office, then it will be forwarded within a week to the necessary authority, and you will receive a notification about a change in address.
Other ways to ask for help are to go directly to the City Prosecutor's Office or send a letter by Russian Post to the address pl. Krestyanskaya Zastava, 1, Moscow. For information, you can call extension 1548.
We write to Rospotrebnadzor
The next structure that will certainly help you is Rospotrebnadzor. Write to them on the regional website petition.rospotrebnadzor.ru/petition/oper_msg_create.
Here, as in the previous case, it is worth adhering to the cultural and business norms of the Russian language.
A complaint can be filed on paper and sent to the address: Moscow, Vadkovsky per., 18, buildings 5 and 7, 1277994. Information - 8 (499) 973 26 90.
Bad service
In case of poor-quality service (poor network reception, spam messages, the operator debits funds from the account), it is recommended to file a complaint with MTS in writing and not verbally.
The claim indicates the number and date of conclusion of the contract with the operator. You can submit a claim through the website, and bring a printed version to one of the salons. Privileged customers can complain about MTS through a separate communication channel. A service center and telephone number are open for them.
The claim is sent to the company by mail, delivered in person at one of the offices, or sent via the website or by email.
Grounds for filing a complaint
Here are the most common reasons for negativity from subscribers:
- Complaints about the quality of communication or Internet;
- Illegal debiting of funds from a personal account or discrepancy between fees for services and official tariffs;
- Unlawful account blocking;
- Receiving spam mailings from the provider;
- Complaints about the work of call center or office employees;
- Refusal to terminate a contract or other violation of consumer rights.
Refund
When and how to write a claim for a refund:
- the money was withdrawn as payment for a subscription he did not take out;
- transferred by mistake to another subscriber;
- disappeared from the account;
- have not been credited to the account;
- the client has become a victim of fraud.
The document must include personal information, contact phone numbers and address. The claim is sent to the company's address, not its individual service office.
To return money transferred by mistake or not received in the account, a check is attached to the claim.
If the document is submitted through the sales office, you must have your passport with you.
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Rospotrebnadzor
If contacting the cellular company did not yield positive results, then it’s time to file a complaint with Rospotrebnadzor.
Here, when drawing up a document, you need to pay attention to the presence of grammatical errors, various inaccuracies and corrections, and, of course, obscene expressions and rude words. If at least one of the listed points is in the drawn up claim, then Rospotrebnadzor will not accept it. This means that the client will not be able to return the money illegally debited from the account.
There is no official form for this case, but there are certain requirements that must be followed.
The document states:
- address of the regional office of Rospotrebnadzor;
- personal data of the applicant and his contacts;
- description of the problem, the essence of the conflict situation;
- what exit routes the applicant offers;
- date, signature.
When filing a complaint, a person must have evidence of his words. This could be: printouts and details of calls made, copies of contracts or checks, and much more.
The complaint is drawn up in two copies. One is given to the authority, and the other remains with the consumer.
There are several ways to submit a complaint to the inspectorate:
- deliver in person;
- by registered mail;
- electronically via the website.
The initiator of the claim will receive a response from Rospotrebnadzor after 10–14 days. Sometimes the proceedings drag on for a month. There is no need to pay a state fee when filing a complaint with Rospotrebnadzor.
