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Published: 08/29/2018
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In case of dissatisfaction with the quality of services provided or inappropriate treatment by company employees, the client has every right to file a complaint against Beeline. The easiest way to do this is through official channels: website, hotline phone number and email.
- Grounds for filing a complaint against Beeline
- How to file a complaint directly with Beeline
- Other options for contacting Rospotrebnadzor
- To Roskomnadzor
- To the Society for the Protection of Consumer Rights
- Through the Dobrodel portal
- To the prosecutor's office and court
You can also contact regulatory authorities or courts.
Grounds for filing a complaint against Beeline
The most important thing is to know in which cases you should contact which authority, so as not to waste your time. Often it is enough to contact the telecom operator’s office directly to resolve the problem.
Grounds for filing a complaint may include:
- or mobile Internet for a long time
- erroneous debiting of funds or issuing an invoice with obviously erroneous data;
- blocking a client's personal account;
- connection of paid mailings or services without the consent of the subscriber;
- write-off of funds for services not provided;
- misleading the subscriber (for example, they promised to connect unlimited Internet, but it turned out that there was a limit);
- transfer from tariff to tariff without notification;
- rude treatment by company employees (both those working in the salon and hotline specialists);
- errors on the website or mobile application side.
In addition, you can file a complaint in any non-standard situations. For example, a subscriber decided to switch his number to another operator, but Beeline blocks his account and does not allow him to carry out the operation.
How to file a complaint directly with Beeline
The easiest way to complain about Beeline is to send a complaint to the company’s specialists using the website. The procedure is as follows:
- on the official website beeline.ru click on the image of the dialogue;
- enter your phone number , name and captcha;
- create a request;
- The electronic assistant will answer the question as far as possible , otherwise it will switch to a live operator.
In addition, you can create a complaint in free form, print it, sign it by hand, scan it and send the scan by e-mail to the following address. In a response letter you will receive a message that the appeal has been registered. It is recommended to save it so that you can find out through other communication channels about the fate of the complaint.
Another option is to simply call the hotline numbers:
- 0611 – from a cell phone;
- 8-800-700-06-11 – from a cell phone or landline (in Russia – free);
- 8-495-797-27-27 – Moscow office number, intended for calls from abroad.
Over the phone, you need to formulate the essence of the complaint orally and make sure that your complaint is recorded and understood correctly by the operator. You also need to remember the appeal number - it will be useful if further proceedings follow.
Rospotrebnadzor
If you believe that your rights as a buyer have been violated, and the operator does not want to resolve the problem peacefully, contact Rospotrebnadzor. In doing so, consider the following points:
- the length of the appeal text cannot be more than 4 thousand characters;
- if there are several files, arrange them in the form of an archive;
- The size of the archive and attached file cannot be more than 5 MB.
If the letter is longer than 4 thousand characters, then send it by postal mail to the address of the territorial divisions of the department or to the address of the central office of Rospotrebnadzor - Vadkovsky Lane, building 18, buildings 5 and 7, Moscow, 127994. Let's consider how to file a complaint:
- Go to the official website of the department.
- Click on the “Send request” button.
- Read the information on the page that opens and click on the “Continue” link at the very bottom.
- Select application form. If you need an unscheduled inspection to be carried out, click on the left block. In this case, you will need to log in to the State Services website. If you do not require an unscheduled inspection, then click on the right form, highlighted in gray.
- Let's choose the option without authorization. A page will open, read its contents and click on the link.
- Fill out the application form and click on the “Submit” button.
The complaint is reviewed within 30 days. The response will be sent in the way that the applicant indicated in the application: either by e-mail or by regular mail.
Other contact options
If no response comments are received from Beeline or a categorical refusal to satisfy the complaint follows, then you can contact other authorities. Which ones exactly depend on the nature of the violation.
To Rospotrebnadzor
The competence of this federal service is to consider complaints:
- to a poor mobile connection;
- imposition or forced connection of additional paid services;
- illegal debiting of funds;
- transfer to another tariff , etc.
In other words, if the quality of communication is poor or financial disputes arise, you need to contact Rospotrebnadzor. The service protects the interests of consumers. You can send a complaint to the department:
- by filling out a registered letter and sending it to the regional representative office or the central office in Moscow at Vadkovsky Lane, 18, p. 5,7;
- by sending an email;
- by calling the hotline 8-800-100-00-04;
- by filling out a special form on the Rospotrebnadzor website.
You will need to attach copies of documents confirming the existence of a violation to your complaint. For example, this could be a contract, a personal account statement, video or photographic materials.
To Roskomnadzor
This department is specialized for cellular operators. Therefore, complaints sent to Roskomnadzor receive an order of magnitude faster response.
The service is responsible for issues related to the quality of services provided, including insufficient coverage, slow Internet or inaccessibility of certain sites. Financial disputes or conflicts with Beeline employees are not considered by Roskomnadzor.
You can submit a complaint:
- to the local branch of the service or to the central branch in Moscow at Kitaigorodsky proezd, 7, building 2;
- by email (scans with a handwritten signature are accepted);
- through public electronic reception.
In the latter case you need:
- go to the Roskomnadzor website page;
- select the subject of the appeal “Provision of communication services” (second in the list);
- indicate all the data necessary to register a complaint;
- select the response notification option;
- formulate the appeal itself directly;
- attach copies of documents supporting the complaint.
Finally, you need to indicate the protection code and click on the “Submit” button.
To the Society for the Protection of Consumer Rights
If the question concerns a violation of the rights of the consumer of services, for example, they do not open or close a contract for you or transfer you to another tariff, then you can contact the local OPP. You will be consulted for free and advised on ways to solve the problem. You can also contact:
- by number;
- by email
You can also come for a consultation to the central office in Moscow, located on Smolensky Boulevard, 7, or send a letter there.
Through the Dobrodel portal
Muscovites can complain about Beeline through the Dobrodel portal.
The claim is made on the page https://dobrodel.mosreg.ru/claims after registration. It is enough to simply describe the problem and identify it in the “Communications and Television” section.
The association’s specialists will bring complaints to the competent authorities and provide a report on how the problem was resolved.
To the prosecutor's office and court
If the case concerns not just isolated violations in the field of communications, but recalculation, return of funds, collection of penalties, refusal to accept back low-quality goods, etc., then the only option left is to go to court and the prosecutor’s office.
You will need to provide your appeal to the prosecutor's office or lawsuit with a copy of the complaint to prove that you took all measures to resolve the conflict. Otherwise, the supervisory authority has the right to reject the application.
