Tele2 - how to write a complaint against a mobile operator

If a consumer has problems with the operation of a mobile device related to servicing or the provision of a tariff plan, then Tele2 emergency subscriber assistance will be a salvation. The provider has implemented several effective communication channels to quickly resolve user issues. The client can call the hotline, seek support online on the operator’s official portal or through other Internet services. The main thing is to know exactly where to go if controversial situations arise and how to write a complaint or claim on Tele2.

The legislative framework

TELE2 employees must provide services in accordance with the current legislation of the Russian Federation. The actions of even such a large company can violate the rights of citizens. Let's find out what regulations consumers should rely on to protect their rights.

Norm	Description
Art. 4 of Law No. 2300-1	Organizations are obliged to provide consumers only with high-quality services.
Art. 29 of Law No. 2300-1	If deficiencies are discovered, citizens may demand a reduction in cost, refund of money, termination of the contract, or compensation for damage caused.
clause 50 of section 5 of Resolution No. 1342	The client can appeal the actions or inactions of the mobile operator if the quality of communication services is unsatisfactory.
Art. 55 of Law No. 123-FZ	If they receive poor-quality services, customers can appeal the operator’s actions through senior management, supervisory authorities or in court.

To restore justice, you need to know how to properly file a claim.

Call from another operator or landline number

You don’t have to be a Tele2 subscriber to contact its representatives via the hotline. To serve consumers of other operators, special phones have been implemented. To speak with a specialist, follow these steps:

Dial the contact number 8800 555 0611 - this number is suitable for all consumers, regardless of their region of residence.
Listen to the greeting of the automatic informant, who will announce all the available offers from the provider. To find a solution, press the appropriate keys on your mobile device in tone input mode. To avoid listening to the robot, click the 0 button.
Explain the current situation in detail to the available operator.
Wait for a decision.

If the problem cannot be resolved immediately, a company representative will contact you again as necessary or send a response SMS message.

Customer service from other companies is provided free of charge in any region of Russia.

To make an outgoing call to the technical assistance service via a landline phone, you need to dial the dedicated number 8 (495)9797611.

Grounds for filing a complaint

Most often, citizens' dissatisfaction is associated with:

poor connection quality;
regular receipt of spam and advertising mailings;
inflated prices for tariffs;
blocking a phone number without legal grounds;
discrepancy between the Internet speed specified in the contract;
unjustified debiting of money from the account;
disrespectful attitude of the salon staff.

Reference! To file a complaint, you must have evidence confirming violations. Therefore, before filing a complaint, you need to think about how to substantiate the complaint.

Causes

There are many reasons that could prompt a client to file a complaint:

Unreasonable debiting of funds from an account. This is a common practice, and even those who have limited limits can face a minus on their balance.
Installation of additional, most often paid, services without the client’s knowledge.
Changes in the tariff plan, which the person was also not informed about.
Disclosure of personal information, content of telephone conversations, SMS, etc.
Poor quality of mobile communications: extraneous noise in the handset, constant interruptions of the conversation, inability to reach a loved one at the right time.
Poor Internet speed, poor quality of connection to the World Wide Web.
There are too many unnecessary mailings and spam.
Incorrect communication by a company employee, rudeness, unwillingness to perform their duties.

How to properly file a complaint?

There is no officially approved form to fill out. When preparing a document, citizens must adhere to the rules approved by Art. 7 of Law No. 59-FZ “On the procedure for citizens’ appeals”.

The claim must indicate:

information about the recipient of the application (name and address of the organization);
information about the applicant (full name, address, contact telephone number);
title of the document – complaint;
details of the controversial issue, with reference to clauses of the contract that are not observed;
your requirements (for example, recalculate the cost for services not received);
documents attached to the claim as confirmation of the fact;
date of completion.

At the end of the document, the applicant puts a personal signature and transcript. The citizen must provide complete information about himself, since anonymous requests are not considered by government agencies.

As supporting documents, you can attach an agreement with the company, checks and receipts for payment, invoices for writing off money, correspondence with the organization (paper requests, emails).

Where to complain about Tele2?

If the operator has not fulfilled the requirements specified in the complaint or has completely ignored it, he will have to contact government authorities to restore his rights by writing a complaint to Tele2. It is important to file a complaint with the competent authority authorized to consider the issue of interest. Otherwise, the complaint against Tele2 will be forwarded to another government agency, and the applicant will waste time.

Roskomnadzor

This organization is authorized to consider complaints about the quality of cellular communications from Tele2 and the Internet. You can contact Roskomnadzor in the following ways:

send a complaint by mail to the address: 109992, Moscow, Kitaygorodsky pr., 7, building 2;
Contact the nearest Roskomnadzor office in person. Information about the branch of your region can be found on the website XX.rkn.gov.ru, where XX is the region code;
write by email;
use the application form on the Roskomnadzor website.

Rospotrebnadzor

If the provisions of the Law on the Protection of Consumer Rights are violated - money is written off without reason, the quality of services is poor, employees behave incorrectly, etc., you should write to Rospotrebnadzor. This organization considers the bulk of complaints against cellular operators. The complaint will be processed faster if you contact the branch of your region, but you can also contact the main branch directly.

The following methods of contacting Rospotrebnadzor are available:

Call: unified consultation center - 8 (800) 555-49-43.
Write to the Virtual Reception.
Send a claim to Tele2 by mail or come to an appointment at the address: 127994, Moscow, Vadkovsky Lane, building 18, buildings 5 and 7.

The telephone number and address of the regional office of Rospotrebnadzor can be found on the website ХХ.rospotrebnadzor.ru, where ХХ is the region number, for example, 22.rospotrebnadzor.ru. You can call the department, come to a personal appointment, or send a complaint by mail.

Federal Antimonopoly Service

Regarding mobile operators, the FAS monitors the implementation of legislation on advertising and competition. Accordingly, you can complain to the FAS about advertising that is untrue or misleading regarding the characteristics of services, as well as spam from Tele2. You can contact the FAS in the following ways:

come in person to one of the nearest branches. Information about the territorial bodies of the FAS can be found here;
send a complaint to the address: 125993, Moscow, st. Sadovaya-Kudrinskaya, 11, D-242, GSP-3;
write by email;
use the electronic application form.

Learn more about the procedure for contacting the FAS.

Prosecutor's office

If Tele2 committed a serious criminal or administrative violation of the law, or if the regulatory government agencies to which the complaint was filed are inactive, you should complain to the prosecutor's office.

Read more about the procedure and features of contacting the prosecutor's office.

Court

You should only sue Tele2 if the problem is quite serious (for example, a significant amount has been debited from the account or the subscriber’s personal data has been disclosed), and the above-mentioned authorities have not helped. It should be remembered that if the trial is lost, the applicant will not only not restore his rights, but will also be obliged to reimburse the defendant’s legal costs.

A statement of claim is written to the court, which is considered in accordance with procedural law. You should contact a magistrate or the district court at your place of residence, depending on the nature of the dispute.

Contact TELE2

You can resolve the issue directly with the organization itself:

personally go to the company office and submit a complaint to the manager;
write a complaint in the complaint book (it must be provided upon the buyer’s first request);
go to the official website of the operator, fill out a request via the feedback form or through your personal account;
call toll-free number 611.

The operator who receives the call will request the information of the person calling (passport details, code word) to verify identity. Therefore, you need to prepare for the conversation in advance. Respectable companies always do their best to meet their customers' needs. Therefore, if errors are identified, the money wrongfully written off is returned.

Attention! The operator is obliged to transfer the money within 10 days from the moment the citizen’s claim is satisfied. This rule applies if the client’s demands for a reduction in payment for services, a refund or compensation for damage have been satisfied (clause 52 of section 5 of Resolution No. 1342).

Call the emergency hotline

As the consumer uses cellular services, he or she may experience service issues or problems with the operation of the mobile phone. Tele2 technical support will help you find the exact solution. To provide assistance, the provider has implemented several available feedback channels with users, each of which operates 24 hours a day. Let's consider the advantages and features of the provision of ambulance services to Tele2:

The consumer will not have to hang on the hotline for a long time waiting for a specialist to answer.
Each subscriber can count on individual consideration of the issue. Consultants do not switch the user to other operators; they are all able to resolve almost any issue on their own.
After making an outgoing call to the emergency phone, the consumer will be greeted by a “live” voice of a specialist. You don't have to listen to a lot of suggestions from an automated informant.
The hotline operates every day without breaks or weekends, 24 hours a day.

When making a call to your provider's emergency phone number, be prepared to provide the operator with the following personal information:

first name, last name and patronymic according to the passport;
details from the document that identifies the owner of the SIM card;
special PUK code for activating a phone number.

All this information is necessary for the consultant to confirm your identity. Without providing personal data, the operator has no right to disclose confidential information to third parties.

Tele2 customer service is provided at the following numbers:

Provider division	Telephone combination
Unified operator emergency line for private subscribers	611
Serving corporate clients of the company	636
Online store Tele2	611

Outgoing calls to the provider's short service numbers are not subject to charging, regardless of the user's current location. The specified telephone combinations are valid only within the territory of the Russian Federation. 611 abroad .

Using the Tele2 helpline, users can count on the following:

remotely connect or disconnect a tariff plan, additional options;
get mobile internet settings;
quickly solve problems that arise;
receive background information about the provider’s new products and the location of the nearest communication stores.

Complaint to Rospotrebnadzor

Citizens can complain to this department if the operator violates the signed contract or the services are provided with poor quality. Rospotrebnadzor employees will organize an inspection immediately after receiving a complaint about violations. If it is confirmed that the terms of the contract are not being observed, the inspectors will issue an order to eliminate the shortcomings. The perpetrators will be held administratively liable.

In addition, the institution will help deal with other situations. For example, a client wrote an application to port a number to another operator, but his application was illegally rejected.

You need to write a complaint to Rospotrebnadzorza regarding the refusal to port your number.

What should the answer be?

The response to the complaint depends on what problem the client is addressing to the mobile operator . As a rule, issues of unauthorized connection of paid services are resolved on the spot. The company representative will turn them off and apologize to the client. If money is illegally written off, you need to understand the reasons. Perhaps the operator acted according to the rules, and the client simply forgot that he was in roaming or used paid services. In controversial situations, you can go to court.

Methods for filing a complaint and deadlines for consideration

To contact supervisory authorities, you can use one of the following options:

Approach in person	Citizens can submit a complaint to the office or reception of a government agency. The application is written in two copies. On the second, a mark is placed indicating that the complaint has been accepted for consideration. Or you can ask the secretary to make a copy of the application with the incoming number.
send by mail	The complaint with attached documents is sent by registered mail with acknowledgment of delivery. You also need to create an inventory of the investment, listing all the included papers.
Apply electronically	The claim is filled out on the official website of the government agency or submitted through the State Services portal. With the exception of the prosecutor's office, a complaint to this body is written on the website of the Prosecutor General's Office. Once received, the request is forwarded to subordinate institutions.

Bodies empowered to protect the rights of citizens must consider the appeal no later than 30 days from the date of filing the complaint. In exceptional situations, the inspection time may be extended, but not by more than 30 days. In this case, employees of the government agency must notify the applicant about this (Article 12 of Law No. 59-FZ).

Alternative methods of communicating with your provider

In addition to the technical assistance telephone number, the provider has implemented several additional communication methods on the official portal on the Internet or through third-party online services. Let's look at how to contact the operator:

Online chat. Use the feedback channel on the official Tele2 website on the Internet. To write a request to the chat, it is not necessary to log in to your personal account. Go to the operator’s website, in the main menu, select the technical support section in the top panel of the workspace. In the window that opens, click on the “Online chat” item. Click on the button to write a question. After this, the chat menu will open, write down the problem in detail, and send a request for consideration.
Messengers. The provider provides fast service in the popular instant messengers WhatsApp and Viber. You can write a message to the number +7977 900 9000.
Social media. 24/7 user support is provided in the official social networking community VKontakte and Odnoklassniki. Use the search service to find a group.
Email. Write an email to [email protected] . Please note that when using this method you will have to wait longer for a response. Tele2 email is suitable for inquiries and complaints.

If you do not have Internet access, contact company representatives in person. Visit the nearest provider service office in your city. Take your passport and ask a free employee for help.

How to protect yourself from paid subscriptions?

TELE2 customers can protect themselves from unwanted subscriptions.
To do this, you need to personally contact the company’s office and write an application to open a content personal account. Therefore, the monthly fee or any subscription will be debited only from this account. If there are not enough funds in the account to pay, nothing will be debited. And all paid subscriptions without payment will be cancelled. If the money has already been debited, you need to demand a refund. In this case, you must refer to the fact that no paid services were issued. To do this, write an application for a refund for the content.

Going to court is the only way out when a controversial issue cannot be resolved through regulatory authorities. You can also seek compensation through the justice authorities for damage caused by the actions of company employees. Citizens should be aware that the trial can last from two months to a year. You will have to gain strength and patience to protect your rights.

Contact from roaming

If the user is located outside the Russian Federation, then the single short combination will not be valid. To get an ambulance, call +79515200611 . Customer service is provided as standard. Outgoing calls are not subject to tariffs only for Tele2 subscribers. When making a call from a SIM card from another cellular provider, the cost of a minute of conversation will be determined by the established tariff plan and the current location of the user.

Procedure for filing a complaint against a cellular operator

The requirements for filing a complaint, regardless of the method and place of filing, are the same. The document must contain:

in the upper right corner is the name of the organization to which the complaint is being filed , the full name of the head, as well as the contact information of the person applying with a phone number. Anonymous appeals will not be considered by any authority;
in the main part - a detailed description of the situation indicating the parties to the conflict, date, time and place. If any steps have been taken before to resolve the issue, indicate which steps and by whom. In conclusion, the requirements should be clearly defined: compensation for moral or material damage, holding the perpetrators accountable, etc.
at the end of the document there must be a date and a personal signature.

All available documents must be attached to the application. Originals are submitted only to law enforcement agencies; for other cases, copies of documents should be provided.

Roskomnadzor

Roskomnadzor is a service that monitors the work of organizations engaged in activities in the field of communications and communications. You can contact the service this way:

personal visit;
filling out the form online on the service portal;
via email to;
by phone;
by mail.

Contact via website

In addition to providing quality services, it is equally important to competently advise your clients and resolve difficult situations that arise unexpectedly. Tele2 is significantly ahead of its competitors in this regard, offering subscribers new channels for live communication with employees.

There is a form on the provider’s website at https://tele2.ru/help/feedback, by filling out which you can receive the necessary information within a few minutes. It is located in the Help and Support section. In the form you need to indicate personal data, region of residence, contact number and describe the problem.

Basic rules for filing a complaint in writing

If the operator cannot help resolve the issue and the conflict only gets worse, then you need to file a claim. There are no special rules for writing an application; the claim is presented in free form.

However, it is worth noting that the sample complaint to the cellular operator must have the following details:

Addressee and addressee. The entry is located in the upper right corner of the sheet. The name of the communication provider against whom the claim is being made, the position and full name of the head of the company or the head of the regional branch are indicated. Next, write your own contact information.
In the center of the sheet is the heading “Claim”.
Text. It is written in free form, but with the obligatory indication of all the details of the incident and dissatisfaction.
Applications. All possible evidence of the problem.
Date and signature.

Facts can be expressed in receipts, documents, copies, screenshots, printouts, etc.

Pass the complaint through the correct channel, otherwise the answer may never come.

How to properly file a claim

The claim is made in free form. However, in order to objectively and logically present the circumstances, one should adhere to the requirements described in Federal Law No. 59 “On the procedure for considering appeals from citizens of the Russian Federation.” This regulatory act imposes the following requirements for filing complaints against various organizations:

brevity. In the text of the document, it is enough to indicate only the main essence of the problem, without going into details and nuances. To clarify your position, it is worth including references to legislative acts or clauses of the contract;
completeness of information provision. Additional clarification of the employee’s full name or the date of purchase will delay the consideration of the claim. Therefore, the text should contain the maximum amount of such information;
credibility. It is unacceptable to provide distorted or deliberately false information. It is advisable to confirm all facts with documents or with the help of photographs and videos;
literacy. The claim is drawn up taking into account the requirements of the official business style and the norms of the Russian language. The text must be free of errors, corrections and blots. The complaint must be handwritten in legible handwriting; when typing on a computer, it is not allowed to use capital letters to highlight the text;
availability of information about the applicant. Anonymous complaints will not be considered. In addition to personal data, the applicant must leave contact details through which he can be contacted to provide an answer and clarify the nuances;
design rules. The claim consists of blocks arranged in a logical sequence: document header, title, main part, applicant’s requirements, list of attachments, signature and date;
presence of censorship. It is strictly forbidden to include obscene language, insults, threats and other expressions of emotion in the text.

In most cases, you will need to submit a claim in two copies. One of them will be submitted for consideration, and the second, with a mark of delivery, will remain with the applicant.