Complaint against the Megafon company - where to write and how to properly file a complaint

Megafon is one of the largest telecom operators in Russia, the number of its customers exceeds 70 million. However, the quality of services provided to subscribers does not always correspond to the high level and parameters specified in the service agreement. Sometimes employee errors, technical failures, and even fraudsters lead to customer dissatisfaction.

Personal calls to the company’s office do not always lead to a solution to the problem; employees of the organization often ignore customer requests, and sometimes are downright rude in response to the legitimate demands of subscribers. You can report a conflict situation using a written complaint to Megafon, the sample of which is similar to any statement of claim.

The most common reasons for subscriber requests are:

1. Poor service at the organization's office.
2. Poor connection quality.
3. The need to return funds written off by mistake.
4. Receiving a large amount of spam via SMS.

Regardless of the reason for the dissatisfaction, the most effective solution is to directly contact the company management.

Where to send a complaint to MegaFon

The first organization to which a complaint should be filed should be the company itself. The operator offers feedback using a form on the website, a call or an email.

On the company's official website

The simplest but most effective way to apply is to fill out an application on the MegaFon website. To do this, you need to go to the operator’s official website and find the “Contact MegaFon” link at the bottom of the page. Next, you will need to fill out an application in accordance with the proposed form:

1. Letter subject.
2. Write a text explaining the reason for the request. The text should not contain threats, obscene language or insults.
3. Attach documentary evidence.
4. Provide a phone number.
5. Enter the full name of the person applying.
6. Provide contact information (e-mail and phone number).
7. Submit a complaint.

The application is accepted instantly, and the full name of the MegaFon employee and the date of registration of the complaint in the system are indicated. The document is certified by signature and seal.

For security, it is recommended to make 6 copies of the application at once. They will be required for further appeals to higher authorities, if contacting the operator directly does not bring the desired result.

If this method is inconvenient to use, the client can always call the support service at this number.

Call support

The most common way to complain is to call customer support. It attracts customers with its simplicity, but at the same time it is the most ineffective method. In this way, you can express minor complaints and resolve them instantly. In most cases with major problems, an appeal can only be considered if a full application is drawn up.

At the operator's office

MegaFon offices are located throughout the country. If a client has any difficulties or questions related to the quality of communication or other nuances, he can contact any of the branches. Here you can also fill out a claim application, which the office staff will help you fill out correctly.

Some issues can be resolved on the spot. This is a write-off of small amounts, questions regarding the operation of the network. But oral appeal may not be recorded. If you make a written complaint, then employees will not be able to ignore the complaint. They'll have to register it. A response to your request will come within 30 days.

Send by mail to legal address

The application can be sent directly to the MegaFon office. In order for it to be accepted, you must send a registered letter with an inventory. Then, when accepting the letter, a corresponding mark will be placed, which will not allow the operator to ignore the request. Such letters can only be obtained against a signature; it is this document that will be proof of acceptance of the complaint. The date of acceptance of the letter is the date of registration of the appeal. The response to the client must be given within 30 days.

The addresses of MegaFon regional offices can be found here.

Subtleties and nuances

Is the complaint valid? Some consider Megafon to be a real monopolist, controlling price changes and quality of services independently. In practice, the state is trying to be stricter with such large companies.

Before filing a complaint, the client should re-examine the contract, whether he agreed to provide any additional services for free, how much the total payment is, etc. Most users trust the Megafon salon and sign their contracts quickly. Thinking that the paper is standard and there is nothing new there. Then they complain that advertisements keep popping up annoyingly. Perhaps this was originally specified in the text of the agreement?

If a complaint to MegaFon does not help

Most controversial situations are resolved within MegaFon. But there are cases when the operator and employees refuse to assist in resolving the situation. Then the client, whose rights have been violated, has the opportunity to appeal to higher authorities to resolve the issue through a government agency.

Application to Rospotrebnadzor

Rospotrebnadzor is a government agency that deals with all claims aimed at violating consumer rights. When considering the issue, the clauses of the law “On Protection of Consumer Rights” will be used.

The completed application must be sent to the local branch of Rospotrebnadzor. In order for the appeal to be considered as quickly as possible, it is necessary to add documentary evidence to the application that will confirm the fact of violation of consumer rights. Such evidence could be:

1. Response to the application.
2. Application sent to MegaFon.
3. A complaint or claim sent to MegaFon in any format.
4. Call printout.
5. Checks.
6. Testimony of witnesses.
7. Copies of bank statements.
8. Photos.
9. Video files.
10. Audio files.

The appeal can also be submitted in the form of an online complaint through the Rospotrebnadzor website. To do this, you need to open the “Feedback” page on the official website. Filling out the form will not cause problems, since each step will be accompanied by tips that will allow you to correctly fill out all the fields in the form and state the essence of the problem so that it fits into 2,000 characters. Under the form there will be a file upload field where you can add documents that will confirm the existence of grounds for the application.

The application is processed within one month.

The RPN operating system allows citizens to contact the institution directly. All institutions have a single free reference number 8. Calls from the public are accepted from 10 a.m. to 5 p.m. Moscow time.

Application to Roskomnadzor

Roskomnadzor is a government agency that allows you to resolve controversial situations in the field of communications and mass communications. This includes the provision of mobile communications and Internet services. Most often, the authority receives complaints related to unsatisfactory communication quality and systematically recurring problems.

There are five ways to submit your application:

1. Fill out the form on the website.
2. Call the specified phone number.
3. Send a letter by email.
4. Send a letter by mail. The application can be sent in a regular envelope without the need for an inventory.
5. Send by fax.

The easiest and fastest way in terms of processing speed is to fill out a form on the website of the federal structure. To do this you need to follow the algorithm:

1. Open the official website of the RKN and go to the “Appeal from citizens and legal entities” tab, where you need to click on “Generate an appeal.”
2. Please indicate the reason for your request from the list provided.
3. Select recipient.
4. Provide the contact information required to receive a response.
5. Submit your claim in printed form.
6. Send the completed document.

The longest way is to draw up a complaint in writing, which is sent by letter to Roskomnadzor. They will be able to accept an application only if the sender's full address and full name are indicated on the envelope. The complaint itself must contain contact information for sending a response.

Application to the FAS

The Federal Antimonopoly Service often encounters statements that contain a complaint against MegaFon. It is worth filing a statement with the FAS against an operator only in cases where the company inflates prices or sends a large number of spam messages. The service does not consider cases of write-offs and quality of service.

Contacting the OPP

The Consumer Rights Protection Society operates according to the principle of Rospotrebnadzor. You should contact the OPP only if compensation or registration of the fact of application is refused, or if the services provided cannot be called high-quality.

Complaint to the prosecutor's office

If all the methods described above do not bring the desired result, then the client has the right to file a statement with the prosecutor’s office. To do this, it is necessary to draw up the complaint correctly, since if the form and mandatory points are not followed, the document will be rejected. The application to the prosecutor's office has the following form:

The completed complaint and the documents attached to it are sent to the prosecutor’s office in one of the following ways:

1. By letter.
2. Through the online reception.
3. By e-mail.
4. Handed over personally to the department.

The response from the prosecutor's office must be received within one month from the date of application.

Grounds for complaints

There are several main reasons that become grounds for filing a complaint with Megafon or higher authorities:

1. Rude or impolite behavior from staff. This also includes any other manifestations of unprofessional attitude towards the client.
2. The tariffs at which citizens are served do not correspond to the stated prices.
3. Customer statements are ignored or the response to a complaint is given too long.
4. Advertising messages are constantly coming to your phone.
5. Funds are debited from the balance incorrectly.
6. The support service is unavailable or the operator waits too long.
7. Poor quality of services provided (network outages, constant location outside the coverage area, and so on).

There may be other reasons for customer dissatisfaction, but they are much less common.

How can subscribers with special status and corporate clients contact MegaFon support?

Clients with VIP status have certain privileges, which are reflected in fast service from the support team. A separate line is allocated for them. A call to it is made by dialing 0077. There is no connection fee. Second MegaFon support number. It is required for roaming calls.

In the salons, such subscribers will be served out of turn. You need to show the employee that you have a special status by opening the mobile application. And you can get it if you spend more than 6 thousand rubles. For half a year. The status will be active for 6 months. For a year, MegaFon offers to buy it for 3 thousand rubles.

For legal entities and corporate clients, the operator has other contacts:

• Personal Area;
• service centers (0555 – from mobile around the clock, – from any phone);
• email;
• service Remote maintenance.

How to write a complaint correctly

One of the main conditions for acceptance of an application is its execution. The complaint must be in the correct form, which allows the operator to obtain all the necessary information. The application must include the following 6 items:

1. To whom is the appeal addressed?
2. Information about the applicant.
3. Clauses of the contract or legislation that were violated by the operator when providing services.
4. Title of the document. The most commonly used concept is “Application” or “Claim”.
5. The main part is the reason for contacting. The situation should be described dryly, without showing emotion.
6. Requirements that the operator must fulfill.

The list of attached documents is optional. But it is the evidence base that is the reason why the complaint is resolved in favor of the MegaFon client. To certify the completed application, the applicant must sign and date it.

A complaint against an operator is the most effective way to resolve a conflict situation. An appeal to higher authorities will be required only if the company refuses to accept or process the appeal or denies the very fact of committing an offense.

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When to complain

Subscribers are often not sure that there is a need to file claims with the operator. Many people are hesitant to complain about Megafon because they believe that the problem will go away on its own. But that's not true. Usually it is a claim that helps resolve a difficult situation.

It is worth writing a complaint when:

• The client encountered rudeness from the company's employees.
• The quality of communication has dropped significantly.
• Paid subscriptions are issued to the number without the subscriber’s knowledge.
• Money is withdrawn from a mobile number by mistake.
• There is a suspicion of identity theft.

• Attention
• If at least one of the presented problems occurs to the user, you need to complain about the Megafon operator to Rospotrebnadzor or another organization involved in dispute resolution.