Mts complain about service by phone. Application addressed to the General Director of MTS. Rules for writing a written complaint

Sometimes the quality of MTS communications does not match the level. The consumer has the right to receive high quality services provided. And when he doesn’t receive them, a situation arises when he wants to write a claim, but doesn’t know where to turn. In this article you can familiarize yourself with a sample and find out where you can file a complaint against MTS.

How to write a claim on the official MTS website

You can find out how to write a complaint to MTS online in this article. To do this, go to www.mts.ru. Next you need to go down to the basement of the site, in the column Support choose Service subscribers. On the page that opens, select Form reverse communications. Then fill in all the columns. Everything must be filled out correctly without errors, otherwise they will not be able to contact you. The problem should be described carefully, but without unnecessary information and it must be reliable. The better you fill out and describe everything, the sooner your issue will be resolved.

MTS write a complaint about service

If you are not satisfied with the quality of communication, you should fill out a special form. A free-form complaint will not achieve the same result.

You can send it different ways, such as:

Use the services of Russian Post;
Through the official website;
Actually bring the complaint to the office;
Send a claim by e-mail, to the address [email protected].

Once you have downloaded the form, you must fill it out properly. You should indicate your mobile number, personal and passport details and fill in all other columns. Next, it is worth describing in detail the essence of the problem. The response time and the solution to your problem depend on how you fill everything out correctly.
After filling it out, you should send it using the method you have chosen, which are indicated above. Then all you have to do is wait for the company to resolve your issue. In case of a refund, the issue will take longer to resolve.

How to write an application to MTS for a refund

To write a complaint against a telecommunications company for a refund, you need to fill out a form. It is worth indicating your subscriber number, address, personal data, contact number, and the complaint must also be addressed to the address of the telecommunications company.

Then you need to describe the problem in detail, namely:

If you want to return the missing money, you must indicate the time;
If you want to return funds withdrawn due to subscriptions not issued by you, you should indicate the date, website and number from which the money was withdrawn;
If you want to return funds that were mistakenly sent to another number, mark the number itself and present a receipt confirming payment.

Where to complain about MTS

A situation can happen to each of us or has already happened when a telecommunications company illegally debited funds from our accounts. And then we ask ourselves, where can we complain about MTS if we have illegally debited money from our account? In this publication you will find information about this. To begin with, you can try to resolve all issues with the operator. If the negotiations do not bring the desired result, it is worth filling it out.

You can submit a complaint in various ways:

Send by mail;
Through the official MTS website;
Personally bring the complaint to the MTS office;
Send a complaint by email to: [email protected].

Write a complaint against MTS to Rospotrebnadzor

Rospotrebnadzor is one of the services you can contact in case of non-compliance with your rights as a consumer. Below is a sample of drawing up a complaint to Rospotrebnadzor, so that the violator responds to the fullest extent of the law:

First, you need to write the full name of Rospotrebnadzor to which you are going to send this document, in addition, all the information about who is sending this complaint;
Next, outline the problem during which your rights as a customer were violated. It has great importance describe everything in great detail, but do not clutter the document with unnecessary information. Everything must be accurate and factual. Then your chances of winning will be much higher;
If there is an opportunity to rely on regulations, then take advantage of it;
Additional documents, if any;
Signature and date.

It's no secret that for each operator mobile communications 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, connected paid services 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. 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.

The most effective way to file a complaint against MTS

Before writing a complaint to MTS, you should make sure that the operator’s fault is really obvious. If you are convinced that MTS does not provide you with paid services in full, connects services without your knowledge, or in some other way violates the terms of the contract, then be sure to write a complaint. If you have doubts, check everything again. You can easily find out what services are connected to MTS, find out the tariff conditions and see the account details. All this will help to understand the situation and find out whether it really makes sense to write a complaint.

To write a complaint to MTS, follow these steps:

Download the claim form by following this link;
Open the file and fill out all the fields (phone number, passport details of the number owner, client agreement number and sample complaint);
Print out the claim form and take it to any MTS communication store;
The claim form can also be sent to email address [email protected].

In principle, filling out the form should not raise any questions, except for one thing. The claim form contains a field in which you must indicate the client agreement number. The problem is that for many subscribers it is difficult to find the agreement that was concluded when purchasing a SIM card. If the contract is lost, you can find out its number by contacting the MTS office or calling the help center. In both cases, you will have to provide the passport information of the owner of the number.

How to write a claim to MTS via the Internet

Most effective method filing a complaint with MTS - fill out and take a special complaint form to the operator’s office. If you have serious complaints against the operator, we recommend doing so this way. If the complaint is not so serious, or for some reason you do not want or cannot visit the MTS communication salon, then you can use other methods.

You can file a complaint with MTS via the Internet:

By filling out the form on the MTS website by following this link;

By downloading and sending the claim form and email address [email protected];

By sending a complaint in free form on the MTS website by clicking on the link http://www.mts.ru/feedback/.

These methods are less effective than contacting the MTS office in person, but they can also help resolve the problem. In conclusion, it should be said that achieving justice when it comes to deception on the part of the operator is sometimes very difficult, but still possible. Each subscriber must defend their rights, otherwise we will be deceived again and again.

In terms of the number of subscribers, MTS is one of the leading mobile operators. However, quantity does not always mean quality. Customers whose rights have been violated by MTS have the right to file a complaint both with the company itself and with Roskomnadzor, FAS, Rospotrebnadzor, the police, the prosecutor's office and the court.

cellular has become firmly established in the lives of citizens. One of the leaders is MTS. However, the quality of services mobile operator not always high. Filing a complaint about MTS service will help a citizen save money and receive proper treatment.

Where can I address a complaint against MTS?

Table 1. Where and for what reasons can you complain about MTS

*Instance*	*Reasons for complaint*
Head of sales showroom	Rude employee, poor service, long queue
Management of MTS PJSC represented by the general director of the company	Unethical behavior of staff, refusal to provide a service or terminate a contract, poor quality services (lack of Internet, poor connection)
Roskomnadzor	Supervises the legality in the field of information technology, mass communications, communications, monitors compliance with legal norms in the field of protection of personal data of subscribers
Help desk (call center)	Questions about paid services, debiting money from the subscriber’s account, deterioration in the quality of service
FAS Russia	The client is provided with inaccurate information (for example, about the cost of a service package), additional paid services are connected to the subscriber without his consent, constant advertising (for example, SMS spam)
Rospotrebnadzor	Violation of consumer rights
Police	Disclosure and transfer of personal information, fraudulent actions of an employee, unlawful withdrawal Money from subscriber account
Prosecutor's office	Violation of laws, failure to receive a response to requests from other institutions within the established time frame
Court	Filing a claim with other authorities did not bring results

The legislative framework

The regulatory and legal basis for the activities of MTS is the following documents:

Constitution of the Russian Federation;
Civil Code of the Russian Federation;
Federal Law No. 208-FZ dated December 26, 1995 “On Joint Stock Companies”;
Law No. 2300-1 of 02/07/1992 “On the protection of consumer rights”;
Federal Law No. 126-FZ dated July 7, 2003 “On Communications”;
Charter of MTS PJSC dated June 28, 2018 (revision No. 14);
Regulations on the Board of Directors dated June 28, 2018;
Policy on internal control and audit dated December 15, 2017;
Regulations on the President dated June 25, 2015;
Policy on integrated risk management dated December 15, 2017;
Regulations on the Management Board dated June 25, 2015;
Code of Business Conduct and Ethics, approved on February 18, 2016.

The last act regulates the scope of relationships between company employees and clients when providing services.

What is included in MTS services

The company offers its clients the following types of services:

mobile and fixed line;
satellite and cable television broadcasting;
Internet access;
mobile applications;
digital service;
financial products.

The company does not limit its activities Russian market. It has representative offices in countries such as Belarus, Armenia, and Turkmenistan.

Responsibilities of the mobile operator

MTS, in accordance with Article 46 of Federal Law No. 126-FZ of July 7, 2003 “On Communications,” is obliged to:

provide clients with communication services that comply with regulations, technical specifications and contracts;
follow the requirements established for organizational and technical interaction with other communication networks, for conducting mutual settlements;
at the request of the executive authority in the field of communications, provide information on the conditions for the provision of communication services;
ensure transfer subscriber number to another communication network, when the client, when moving to another operator, decides to keep it;
stop providing communication services at the request of the body conducting operational investigative activities, as well as on the instructions of the supervisory authority;
when constructing, reconstructing, operating communication networks, be guided by regulatory documents and comply with the safety rules of their operation.

Some of the company's responsibilities relate to services for the disabled. They are also provided for by this regulatory act.

Complaint against MTS: how to file and where to address

The work of the mobile operator must be carried out in such a way that the client is satisfied with both the service and the service. However, citizens often encounter incompetence, ignored comments, and rudeness of company employees. This leads to an increase in the number of complaints from dissatisfied customers against MTS.

Reasons to complain

The following may be grounds for filing a complaint:

inappropriate behavior of salon or call center employees (for example, rudeness, rudeness, refusal to provide information);
poor quality service;
low speed or lack of Internet connection;
problems with television broadcasting;
refusal to terminate the contract;
fraudulent actions with funds on the client’s subscriber account;
paid SMS mailings;
poor quality of mobile communications;
non-receipt of the payment made;
illegal debiting of funds from personal account subscriber;
refusal to transfer the client to another telecom operator while maintaining the number;
failure to provide a response to the claim within the established time frame;
other violations of client rights.

About paid subscriptions without the subscriber's knowledge, see the following video:

Who has the right to file a complaint about the service?

All citizens have the right to file a complaint and legal entities faced with violation of their rights and interests by mobile operator. The appeal can be prepared in person or through a representative. In the latter case, his powers must be notarized.

The complaint is written in any form. It must include the following information:

name and address of the recipient of the claim;
information about the applicant or his representative (personal data, telephone number for contact, information about the power of attorney, if the application is made through a representative);
content of the complaint;
the applicant's requirement;
attachment of available evidence (receipts, call printouts, etc.);
the completed complaint is signed by the applicant or his authorized representative.

Attention! When submitting an online application, the client is asked to fill out a standard form on the website. If the complaint is written in a communication salon, then you can ask the manager for its form.

You can prepare a complaint using the existing sample.

How to submit an appeal

You can file a claim against the company by one of following methods:

call the call center by dialing 8-800 2500 890 - for a subscriber of any mobile operator or 0890 - for MTS clients, +7 495 7660166 - in national and international roaming free from MTS number;
using the Internet by submitting an electronic appeal (on the official websites of institutions, for example, the prosecutor’s office, or in personal account MTS subscriber);
fill out the form in the communication salon;
draw up and send a complaint to the selected institution by registered mail.

Attention! If the complaint is submitted directly in the communication salon, ask the employee to make a copy of it and put a mark of acceptance. The received copy must be kept for yourself.

Where to complain

A complaint against a mobile operator should be addressed to:

to the manager of the communication salon (for the rudeness of the employee, long waits in line, etc.);
senior management (for example, the general director of the company);
call center operator (when the problem that has arisen can be solved without a written request);
to Roskomnadzor;
to the police (when there are suspicions of fraudulent actions by MTS employees);
to Rospotrebnadzor (the company’s subscriber is a consumer of services that must be of proper quality);
to the Federal Antimonopoly Service;
to the prosecutor's office (if the appeal was not resolved on its merits or a response was not given, there was a violation of the law on the part of the bank).

If the problem has not been resolved by contacting the listed authorities, you can resort to judicial protection of the violated rights. In this case, you need to carefully prepare and stock up on evidence (for example, copies of responses to claims, checks).

Attention! The standard period for consideration of a complaint is 30 days.

File a complaint online

To file a claim, you do not have to go to a mobile phone store or visit a post office. You can use the Internet. You can complain by describing the situation on the MTS feedback form https://opros.ssl.mts.ru/contact.

The electronic appeal is available on the websites of the territorial bodies of Rospotrebnadzor and Roskomnadzor.

Complain about SMS spam

MTS offers its subscribers new service"Antispam". It is designed to combat advertising SMS mailings. To do this, it is proposed to send the received text of the message to number 6333. After the request, you must send information about the name or number of the sender of the advertisement. The complaint is considered sent after completing the specified actions, and the operator promises that advertising with given number won't be boring anymore.

Higher education. Orenburg State University (specialization: economics and management of heavy engineering enterprises).
September 13, 2018.

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/.

The most effective way to file a complaint against MTS

As you already understood, there are several ways to write a claim, but the most effective of them is the one that involves filling out a special form. You can leave a complaint through the operator’s website, but it is better to download a sample complaint, fill it out, print it and personally take it to the nearest MTS office. This way you can be sure that your complaint will be considered. As for the final decision, the result will depend on numerous factors. The operator values his reputation, so he will try to do everything possible to prove that he is right. Although, if there was an obvious debit of money from the balance fraudulently, for example, paid services were activated without the subscriber’s knowledge, then you can count on a refund. You can find out the reason for writing off money.
Before writing a complaint to MTS, you should make sure that the operator’s fault is really obvious. If you are convinced that MTS does not provide you with paid services in full, connects services without your knowledge, or in some other way violates the terms of the contract, then be sure to write a complaint. If you have doubts, check everything again. You can easily find out, find out the tariff conditions and see the details of the invoice. All this will help to understand the situation and find out whether it really makes sense to write a complaint.

To write a complaint to MTS, follow these steps:

Download the claim form by following this link;
Open the file and fill out all the fields (phone number, passport details of the number owner, client agreement number and sample complaint);
Print out the claim form and take it to any MTS communication store;
The claim form can also be sent by email [email protected].

How to write a claim to MTS via the Internet

The most effective way to file a complaint with MTS is to fill out and take a special complaint form to the operator’s office. If you have serious complaints against the operator, we recommend doing so this way. If the complaint is not so serious, or for some reason you do not want or cannot visit the MTS communication salon, then you can use other methods.

You can file a complaint with MTS via the Internet:

By filling out the form on the MTS website by following this link;

By downloading and sending the claim form and email address [email protected];

By sending a complaint in free form on the MTS website by clicking on the link http://www.mts.ru/feedback/.

Providers providing telephony and Internet services are often seen in illegal actions against citizens and their clients. So large networks, like MTS or Beeline, they have such an audience that they cannot do without errors, omissions or violations due to the human factor and the policies of the company itself. However, laws protect your interests Russian Federation, and if any violation of them is detected, you have the right to appeal the actions of MTS employees or managers.

Reason for complaint

Any violations of your contractual relationship with MTS may become a reason for you to write a complaint about the actions or inactions of the provider. Reasons include, but are not limited to:

Deterioration in the quality of services provided - mobile communications or Internet connections;
Blocking your account without reason or warning;
Spam and SMS mailings from which you have already unsubscribed;
Rudeness or unprofessionalism of branch employees, call center operators or specialists hotline(or technicians);
Debiting your account with funds that should not be debited - illegal payments not related to service fees;
Increasing tariffs without advance warning to the subscriber;
Refusals to terminate the contract, as well as any other attempts to “leave” you as a client.

Where can I complain?

The level of filing a complaint against MTS will depend on the seriousness and nature of the offenses that have arisen. Thus, you should contact the prosecutor’s office or Rospotrebnadzor because of the boorish attitude of employees only if the employee’s actions caused you serious harm. Otherwise, such little things are considered by the head of the department where you were insulted, since “corrective” work can be carried out on the spot.

Roskomnadzor and Rospotrebnadzor have very different terms of reference, so you need to familiarize yourself with the nuances of filing a complaint with these organizations in more detail.

MTS

Before contacting higher government authorities, you must try to resolve the issue with MTS itself. Often Rospotrebnadzor refuses to start proceedings precisely because you have not taken any preliminary steps to resolve your issue peacefully. This means that you must first complain about MTS to MTS itself. There are several ways to do this:

If the sin is related to unprofessionalism, negligence or rudeness of an employee, it will be enough to leave a review in the Complaint Book of the department where it happened. In this case, the complaint form must be exactly the same as when filing a serious complaint - do not forget to indicate your name and contacts for the investigation, state the problem and demand action from management. You will read about what measures have been taken on the back of your application a few days after submission (no more than 10) or you will find out by calling you;
Serious violations in the write-off of funds, failure to provide information or illegal actions of employees should be sent to management personally. Make a complaint in two copies and submit it to the senior manager for signature at the department.
Use postal service - ordered letter along with all relevant documents (copies) confirming your case, should be sent to the address in Moscow: Marksistskaya street, 4. Index: 109147. If you want to contact the regional office of MTS, the contact address will be indicated in your service agreement;
Use the hotline numbers. Customer support service accepts complaints by phone 0890 (if you are calling from MTS). This number is available from other operators: 88002500890 . If you are abroad, your complaints should be sent to the number +74957660166 ;
Use the website mts.ru - in your personal account or just on the website there is a complaint form ( Feedback), where you can point out errors, shortcomings and demand action from the company. You will be asked to select the area in which your problem arose, as well as the types of requests. Select “Complain” and the specific offense from the drop-down list. Next, you will need to fill out all the fields marked with an asterisk and provide contacts for MTS to respond to you.

Only after the provider himself was unable to solve the problem or refused to meet you at all, should your complaint be sent to other organizations.

Roskomnadzor

Roskomnadzor monitors communications in the country - information Technology, mass communications fall within his field of activity. This organization has the authority to check operators for compliance with the principles and standards of communication quality, compliance with laws and regulations on blocking sites and compliance with the declared Internet speed. All claims that relate directly to communications are considered by Roskomnadzor.

There is no need to file a complaint about MTS’s financial sins or illegal actions of employees here - they simply will not be considered properly.

Roskomnadzor accepts requests from citizens regarding providers in the following ways:

By mail on the Internet: [email protected] . Be sure to indicate in the subject line why you are contacting;
By regular mail to the central authority in Moscow: Kitaygorodsky Avenue, building 7, building 2. Index: 109074. You should write a letter with notification and in a registered manner so that the organization accurately accepts your appeal. In the letter, please include copies of communication checks, if any, as well as any other supporting documents confirming your complaint against MTS;
On the Internet portal: https://rkn.gov.ru/treatments/ask-question/. Here you can select the subject of the request (for you – Provision of communication services), fill in all the necessary fields, attach scans or photographs of accompanying documents. After this, you can send your complaint, which will be equivalent to a regular paper one when submitted in this way. They can give you an answer either by email or by letter to your regular address.

Rospotrebnadzor

Rospotrebnadzor is responsible for compliance with contracts for the provision of quality services. Consumer protection is the responsibility of this body, so you can contact us here if you are faced with the “human factor”, illegal payments, refund violations or termination of contracts.

A complaint to this organization is also accepted in one of the most typical ways:

By mail to the regional representative office or central authority in Moscow: Vadkovsky Lane, 18 (5 and 7 pages). Addresses of regional Rospotrebnadzors can be found on the official website of the organization. The letter must also be registered with notification. Include only one copy of the complaint, as well as copies of documents confirming the violation you identified;
By email: [email protected] . In the subject of the letter, indicate what exactly you are complaining about and about whom – MTS;
Personal appeal in Moscow or regions. The Moscow address is the same as for postal item. The reception area is on the ground floor. As a rule, citizens can come for an appointment here only on Wednesdays from one to four o’clock in the afternoon.
Internet appeal through the online reception: http://www.rospotrebnadzor.ru/feedback/new.php. Your complaint should not exceed 2000 characters, so write clearly and to the point, without descending into insults or accusations. You can also attach scans of documents here.

Anonymous complaints will not be considered, so always provide your details.

Prosecutor's office and court

In case of serious offenses, a complaint should be sent to the local prosecutor's office with further litigation. As a rule, such appeals are associated with the loss of large sums of money, identified cases of fraud, bribery or other violations in the field of rights and freedoms of a citizen of the Russian Federation.

The prosecutor's office accepts complaints in person and by mail. There is also an online reception for Moscow residents. To file a complaint with the prosecutor, you need to find out the name and address of your local unit. Complaints sent to the central department of the prosecutor's office will still be forwarded to your place of residence or to the place where the law was violated.

For legal proceedings, it is necessary to enlist the support of a lawyer, and also have in hand the grounds for filing a claim. These grounds may include, among other things, responses from other organizations - Roskomnadzor and others - which will indicate the need for court intervention.

How to write

For MTS, the complaint should be typed or handwritten, but Read the contract first. It is he who will give you an idea of what exactly the provider violated - in the text of the complaint you can refer to its points.

Recommendations for writing appeals are the same as for writing other complaints. They are given in Federal Law No. 59 of May 2, 2006. It states that in order to consider citizens’ appeals as quickly as possible within the legal framework (30 days), you need to:

Write without threats or insults;
Write competently;
IN electronic appeal write briefly and to the point;
Provide in the body of the complaint the grounds and reasons for the appeal;
Describe the problem as clearly as possible, without embellishing or deceiving;
It is mandatory to indicate from whom and to whom the complaint is coming;
Provide your information only in a reliable manner;
Refer to clauses of the contract, articles of law, as well as evidence that you have;
Write what you demand from the body to which you are filing a complaint;
A signature and list of attachments (documents accompanying the complaint) are required.

Otherwise, you can stick to free presentation.