How and where to complain about the mobile operator Megafon

Megafon subscribers are consumers of mobile operator services. In case of violation of their rights, each client of the company can contact the appropriate services with a complaint in order to achieve a fair solution in the current situation.

There are different ways to achieve a lawful resolution of issues related to the illegal actions of a mobile operator.

File a complaint on the Megafon official website.
Come to the company office with a complaint.
Involve Rospotrebnadzor in resolving the issue.
To Roskomnadzor.
To the Prosecutor's Office.
To court.

How to file a complaint on the Megafon official website

One of the possible ways to reach the management of the mobile operator Megafon is the opportunity to write an appeal on the official website of the company. To do this you need to take several steps:

Go to the main page of the site https://www.megafon.ru , where you need to select your region.
At the bottom of the page, click on the “Contact MegaFon” option.

Select the “Write a letter to us” option. In the window that appears, indicate:

Subject of the appeal.
Subject of the letter.
Write a claim at any speed, adhering to the norms of business correspondence, without insults or threats.
Attach a file with documents.
Enter MegaFon number.
Enter the last name, first name and patronymic of the owner of the MegaFon number.
Contact email address.
Contact number.
Indicate your name.
Confirm that the entered data is correct.
Enter the code from the picture and send a complaint.

You can complain about the work of the Megafon branch, about the quality of the services provided, or with any other complaint by calling the toll-free number: within Russia 8-800-550-05-00, from anywhere in the world (toll-free) +7926-111-05-00. Megafon call center: 0500.

You can file a claim against Megafon at the company’s office. The appeal can be written either to the address of the branch or to an appropriate person from the management apparatus. Please note that there are no strict restrictions on writing a complaint.

Sample sample of writing a complaint against Megafon

To the Capital branch of PJSC MegaFon

From Kravets Alexander Sergeevich

Living at the address: Moscow, st. Zapovednaya 52A, apt. 7

Tel. home()

Tel. mobile: +7 (926)5215857

Claim

I, Kravets Alexander Sergeevich, while on the high-speed train “Sapsan” on June 05, 2015, paid for the “Wi-Fi in SAPSAN” service from the mobile phone account +7 (981) 5213856 in the amount of 770 rubles.

When registering for the service, the telephone number was entered: 9265215857. Payment for the service was made from the account of the MTS mobile number +7 (981) 5213856.

The service turned out to be inoperative.

In this regard, on June 11, 2015, I submitted an application for a refund of funds for the “Wi-Fi in SAPSAN” service to the personal account +7 (926) 5215857. Application number 65698. The money was never received into the personal account.

I demand a refund of 770 rubles spent on paying for the service.

Please inform me about the decision in writing by sending a response to the address Moscow, st. Zapovednaya 52A, apt. 7.

Please inform me about the status of consideration of the claim orally or via SMS by phone +7 (926) 5215857.

Kravets Sergey Alexandrovich signature

05.06.2015

At the bottom of the complaint, the office employee must indicate his last name, first name and patronymic. Set the date. Write: “I accepted the application.” Signature and seal.

To show the seriousness of your intention to reach a victorious end, you can immediately write 5-6 copies of complaints, on which a Megafon office employee must sign, date and stamp. In case of a negative decision or inaction on your claim, they will serve as evidence of your appeal to the mobile operator company when filing complaints with Roskomnadzor, Rospotrebnadzor, the prosecutor's office, or the court.

When can I apply?

It's worth starting with the reasons for filing a complaint. In order to draw up such a document, you will need a certain basis, that is, an event that caused your dissatisfaction, violated your rights and interests, or violated Russian legislation.

The following can be considered as grounds for filing a complaint against Megafon:
Low quality service, violation of customer service standards;
Imposition of services;
Violation of the terms of the contract;
Changing the contract without the knowledge of the client;
Providing false information about goods and services;
Fraud;
Dissemination of personal information of clients;
Illegal withdrawals of funds.

And many other similar violations, which can be either minor offenses or quite serious crimes. At the same time, the place where you submit your appeal largely depends on what reason made you write a complaint.

How to write a complaint against the Megafon operator to Roskomnadzor

You can file a complaint against your mobile operator with Roskmonazor. This Federal Service belongs to the executive authorities, which exercises supervisory control in such areas as communications, mass communications, and information technology. The main precedents for contacting the federal service are frequently recurring situations and problems of a mass nature, and poor communication quality.

You can complain to Roskomnadzor:

online through the service website,
by e-mail,
by phone,
by fax;
send by letter via regular mail.

A quick way to contact Roskomnadzor is to write a complaint on the FS website. To do this you will need:

Go to the page rkn.gov.ru/news/rsoc/ and select the option “Appeal from citizens and legal entities” - “Generate an appeal.”
Select a theme in the window that appears. For example, “Provision of communication services (Internet, mobile communications, mail, telegraph, radio, TV, etc.).”
Select who the appeal is addressed to.
Indicate your contact information and how to send a response (by postal or email address).
Write a claim.
Enter the security code and send a complaint.

One of the available ways to submit a claim to the federal service is to write an email and send it to [email protected]

You can contact the public service information center on Monday-Thursday from 9:00 to 18:00, on Friday from 9:00 to 16:45 by phone (495)987–68-00 or fax (495)987–68- 01.

A longer way is to send a complaint to Roskomnadzor by regular mail. FS address: 109074, Moscow, Kitaigorodsky pr., 7, building 2. In order for the complaint to be accepted for consideration, the envelope must indicate the full address of the sender of the letter, last name, first name and patronymic. In the header of the complaint - your contact information (address, phone, fax, email).

Samples

Since the user initially turns to Megafon’s official website, and then to other authorities, it is advisable to consider 2 types of claims.

Electronic

To file an electronic claim, you will need to go to the company portal and select your region. Then click on the “Contact Megafon” field, then click on “Write a letter”. After the page loads you need to:

Specify the subject of the appeal.
Submit your complaint in a businesslike manner without insults or threats.
Attach evidence files to the letter.
Provide the phone number and details of the person to whom it is registered.
Provide your details and confirm them.
Type the password in the picture.

You can contact Megafon online
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After entering your password, the email will be sent.

Handwritten complaint

To write a complaint in writing, you must adhere to the application format:

A header is placed in the upper right corner. It indicates the full name of the Megafon branch where the complaint is sent, the applicant’s full name, residential address, and mobile phone number.
The title “Claim” is written in the center.
The rest of the main text describes the situation in detail.
The date and signature are placed at the bottom right.

On a note! A document with a date and signature has legal force.

Before you write your complaint against the operator and provider Megafon to the control authorities, you need to contact the company. If the user does not receive a response after 30 days, he has the right to resolve the situation in the FAS, the prosecutor's office, the court, Roskomnadzor and Rospotrebnadzor. Each service will need to provide evidence.

How to write a complaint about Megafon to Rospotrebnadzor

Megafon subscribers can file a complaint with Rospotrebnadzor regarding the provision of low-quality services and other violations that fall under the jurisdiction of the Law “On the Protection of Consumer Rights”.

The appeal is written to the head of the authority at the place of residence or simply addressed to the Federal Service for Supervision of Consumer Rights Protection and Human Welfare in the locality. Documents and files confirming the fact of violation of the rights of a Megafon subscriber will help speed up the process of considering a claim:

a copy of the application to Megafon to solve the problem;
copy of the response to the application
a copy of the complaint to the senior manager of the Megafon company office or a complaint submitted on the company’s website:
checks, their copies;
call printout;
witness statements;
audio and video files;
photos;
copies of bank statements.

Another option to seek help from Rospotrebnadzor is to write a complaint online on the official website of the department rospotrebnadzor.ru/virtual/feedback. Using the prompts in the window that appears, you will have to fill out all the fields of the questionnaire, informatively state the essence of the appeal, without exceeding the limit of 2000 characters. Support the complaint with documents in the permitted format.

It is possible to complain about Megafon in person at the Rospotrebnadzor institution at your place of residence or send a fax there. And also verbally by calling the hotline: 8-800-100-00-04 from 10-00 to 17-00 Moscow time, break from 12-00 to 12-45. Calls from all locations in the country are free.

The period for consideration of a complaint filed by any of the above methods is thirty days.

Grounds for complaint

A claim to Megafon is made on the basis of:

poor quality of communication or its complete absence;
the client's account was illegally debited;
SMS mailings or spam;
other cases in which consumer rights were violated.

The most common complaints against Megafon are spam mailing and illegal debiting of subscriber funds.

According to recently adopted laws, the fight against SMS mailings has become more effective. Now the company has the right to block suspicious spam. To do this, the subscriber just needs to send a message to a short number so that this number will be added to the appropriate database. After this, SMS messaging stops.

If you continue sending SMS messages, you must notify the cellular company of this. To do this, you need to call 0500 (the call is free for subscribers) or contact Megafon’s official website.

A large number of cellular subscribers are dissatisfied with money being written off from their accounts without notification. This happens after connecting paid services that the subscriber did not order. The process is that a message arrives from Megafon or another organization, a person opens it and follows the links provided, and as a result, a paid subscription is automatically connected. For such dubious services, you need to file a claim and send it to the cellular company. It is necessary to prove that the person did not order paid services. If the company has not responded to your complaint and has not returned the money, then write a statement to the court.

How to complain about the Megafon mobile network to the Prosecutor's Office

If rights are violated by a mobile operator, Megafon subscribers can file a complaint with the Prosecutor's Office at their place of residence. The rules for filing a claim with this authority are the same: without insults or threats, adhering to the norms of business correspondence.

In the header of the complaint to the prosecutor's office, you can indicate the address of the locality of the government agency or directly contact the official. Be sure to write who the request is from and all your contacts.
In the main part, state in detail the essence of the complaint, referring to the legal basis, your request (requirements).
In the final part, sign with a transcript and indicate the date. At the very end there is a list of accompanying documents. In addition to additional documents, when contacting the prosecutor's office, you should add a photocopy of your passport.

After registering a complaint, the response time of the prosecutor's office is 30 days.

You can file a complaint against Megafon with the Prosecutor's Office as follows:

A letter to the prosecutor's office.
Online through the Internet reception, district and city prosecutors.
By email.
In writing at the prosecutor's office.

Sample complaint against Megafon to the Prosecutor's Office

Below you can see a sample complaint against Megafn to the Prosecutor's Office, drawn up using the above example.

To the Babushkinsky Interdistrict Prosecutor's Office of Moscow

From Kravets Alexander Sergeevich

living at the address: Moscow, st. Zapovednaya 52A, apt. 7

Tel. home()

Tel. mobile: +7 (926)5215857

Complaint

I, Kravets Alexander Sergeevich, ask to protect my rights in connection with the return of funds for payment for poor-quality services from the mobile operator Megafon. While on the Sapsan high-speed train on June 05, 2015, I paid for the “Wi-Fi in SAPSAN” service from my mobile phone account +7 (981) 5213856 in the amount of 770 rubles.

When registering for the service, the telephone number was entered: +7 (926)5215857. Payment for the service was made from the account of the MTS mobile number +7 (981) 5213856.

The service turned out to be inoperative.

On 06/05/2015 I wrote a complaint to the Megafon company office demanding the return of 770 rubles spent on paying for the service, citing Article 24 of the Russian Law “On the Protection of Consumer Rights”. I did not receive a response to the complaint.

Considering the above, please help me:

1) return the amount of 770 rubles spent on paying for the “Wi-Fi in SAPSAN” service;

2) return the funds spent on travel to the Megafon office and legal advice on this issue.

Please inform me about the decision in writing by sending a response to the address Moscow, st. Zapovednaya 52A, apt. 7.

Kravets Sergey Alexandrovich signature

06.06.2015

List of accompanying documents:

a copy of the application to Megafon for a refund - 1 piece (1 page) a copy of the response to the application - 1 piece (1 page) a copy of the complaint to the senior manager of the Megafon company office - 1 piece (1 page) a copy of the check for the payment of legal services 1 copy of tickets - 2 copies of a printout detailing expenses from the personal account +7 (981) 5213856 - 1 piece (1 page) copy of a printout detailing the receipt and expenditure of funds from the personal account +7 (926) 5215857 for three months - 1 piece (2 pages).

How to compose

Let's move on to the standard complaint form. Its form is established by law, and when writing you need to follow basic rules: write in a business style, do not use insults, write information clearly, without contradictions or errors. The form itself consists of three parts:

Title. Describes the institution to which your complaint will be submitted: address, full name, details. After the description of the institution, information about you as an applicant is written down: full name, address, contacts;
Information part. In it you need to indicate, first of all, the data on the Megafon department, due to which you had problems, as well as the operation that you performed in this department. Then you need to describe in as much detail as possible the event that led to the violation of your interests, its cause and consequences. Then you should describe Megafon’s position on the controversial issue, your requests and their rationale;
Conclusion. A list of documents must be entered into it, followed by a signature and the date of transmission of the complaint. If necessary, additional data can be added to the conclusion.