Methods for filing a claim against the mobile operator MTS

Official website: how to write a complaint

In cases of controversial issues, you must contact your cellular service representative. To correctly file a claim on the official MTS website, you can visit the “Subscriber Service” page, which is located at the following address: www.mts.ru/mob_connect/help/service_abonents/.

A simple contact form will allow you to warn the company about the existing problem and offer to take action.

Short instructions on how to write a claim online with MTS:

• select the item “Feedback form”;
• We note the topic of the appeal: mobile communications, Internet services or television;
• the next step is “complain” or “send a statement”;
• complaint (reason indicated);
• fill out all the required fields (be sure to write your contact information, current phone number and comments, preferably in expanded form).

Where else can I file a complaint if there are problems with the quality of communication? You can leave a review on the page: anketa.ssl.mts.ru/ind/mobil_inet_and_tv/help/anketaqn/.

Reasons for filing a complaint

There are some statistics showing for what reasons clients contact us most often:

• Poor connection, disappears periodically.
• Spam messages are sent to your phone.
• Mailings that involve payment have been activated for you without your knowledge.
• The operator does not want to terminate the contract.
• The subscriber's rights were violated.
• The operator began to withdraw money from the balance, ignoring the laws.
• Internet speed is less than specified in the tariff conditions.

Complaint to MTS: sample

The company has already prepared relevant documents in advance that allow everyone to describe their dissatisfaction. You just need to know how to correctly write a claim to MTS through the official website and where to find a sample.

Application forms are located at: www.mts.ru/mob_connect/help/useful_data/application_forms/.

Step-by-step instructions on how to file a claim on the MTS website:

• go to the specified page;
• selecting the required document: termination of the contract, refund of money, refusal of payment;
• print the form or save it on your PC;
• fill in.

What is the MTS hotline phone number?

The MTS customer support telephone number is necessary for prompt, immediate resolution of questions and problems that arise with customers. An important clarification: you can use the hotline services free of charge in the Russian Federation, and when calling from abroad.

The toll-free technical support number is available throughout the country - 8 800 250 0890. Owners of mobile and landline phones can contact the operator at this number.

Customers can call from mobile phones to a short phone number - 0890, also free of charge.

How to call MTS to the account of company stores, MTS bank, television, Internet? A separate hotline has been created for this purpose. Calls are accepted at 8 800 250 8250. Calls to this number are free from landline and mobile phones.

The hotline in the Moscow region can be reached at the number - +7 (495) 766 0166. This number is available only for the Moscow region, created to relieve the load on the main hotline. You can call this hotline from abroad.

Refund from MTS

In the event that you need to return money for a purchase or poor-quality service, you cannot retreat, since you can cancel an order or a paid service:

1. By phone number. Refunds are made by MTS to a bank card within 2 to 14 calendar days.
2. Via the online feedback form: www.shop.mts.ru/support/privat/feedback/. A complaint about the operator, courier or quality of service must be made in writing.
3. In the nearest salon, registration is made for service out of turn at www.mts.ru/mobil_inet_and_tv/help/mts/offices/.

In order for mts company representatives to return the money, you will have to write a statement and wait.

Refunds are made only if:

• no more than 30 calendar days from the date of purchase;
• the product has not been used;
• the purchase was made by an individual;
• the presence of a sales receipt, buyer's passport, warranty card is required;
• All Apple branded products must not be activated.

The modem and wi-fi router cannot be returned. Refunds from MTS are not provided to legal entities if payment was made by bank transfer.

Where can I complain?

Problems may arise when receiving services from any mobile operator, and this may include debiting funds from your account (illegal) or a deterioration in the quality of service.

In this case, there is a desire to quickly resolve an unpleasant situation; you can contact the company’s call center for this.

If you don’t want to go to the MTS office because of these matters, you can simply talk with the company’s manager - in this case, the issues are also resolved quite quickly.

During a telephone conversation, he needs to tell him about the problem, describe it in facts - but if this approach turns out to be ineffective, you can safely fill out the form and send it:

• Via email;
• through the official website of the mobile operator;
• via email to

As a last resort, if all your actions fail, you will have to go to the office yourself and solve problems there. But before that, make sure that your letter is accurately delivered.

Rules for writing a written complaint

Sample claim to MTS:

1. The upper right corner is a column with information about the addressee (full name, position) and applicant (full name, place of registration, contact phone number).
2. In the middle of the sheet there is a heading - “statement”, “claim”. There is no period at the end.
3. This is followed by the text itself - a list of violations on the part of the company as part of the provision of services.
4. The bottom left corner of the page is used for the date.
5. The lower right corner is used for a signature with its subsequent decryption.

To avoid mistakes, you should use a standard document template.

How to correctly write an electronic form of claim

To avoid refusal of consideration due to inaccuracies in registration, such an application is recommended. All columns and fields are filled in with the appropriate data. The final text is sent via the Internet.

You can write a claim yourself - you just need to follow the established rules for preparing a written statement.

Registration and response deadlines

The method of submitting the application does not matter - it was completed in person or remotely. Time intervals for consideration of applications when applying to government agencies are established by law. They are regulated by articles:

1. Federal Law No. 59 of May 2, 2006 “On the procedure for considering appeals from citizens of the Russian Federation.”
2. Federal Law of July 7, 2003 No. 126 “On Communications”.

Based on them, registration of the application is carried out no later than the day following the day of application. The situation itself is reviewed no later than 30 days.

Rospotrebnadzor

Here, when drawing up a document, you need to pay attention to the presence of grammatical errors, various inaccuracies and corrections, and, of course, obscene expressions and rude words. If at least one of the listed points is in the drawn up claim, then Rospotrebnadzor will not accept it

This means that the client will not be able to return the money illegally debited from the account.

There is no official form for this case, but there are certain requirements that must be followed.

The document states:

• address of the regional office of Rospotrebnadzor;
• personal data of the applicant and his contacts;
• description of the problem, the essence of the conflict situation;
• what exit routes the applicant offers;
• date, signature.

The complaint is drawn up in two copies. One is given to the authority, and the other remains with the consumer.

There are several ways to submit a complaint to the inspectorate:

• deliver in person;
• by registered mail;
• electronically via the website.

1. Address of the Rospotrebnadzor branch of a specific region.
2. Applicant details, as well as contacts for feedback.
3. The problem itself must be stated.
4. Proposed ways to resolve a conflict situation.
5. Date of.
6. Signature.

Important! When drawing up a complaint, it is worth considering that various materials must be presented that prove the client is right, including checks, copies of contracts or call printouts. The application must be written in two versions

One remains in your hands, and the other can be personally taken to the department, sent by registered mail, or left on the website. In this case, the answer can come within 14 days, but sometimes the hearing of the case can take a whole month

The application must be written in two versions. One remains in your hands, and the other can be personally taken to the department, sent by registered mail, or left on the website. In this case, the answer can come within 14 days, but sometimes the hearing of the case can take a whole month.

Response time

The claim must be considered within ten working days, that is, holidays and weekends do not count.

Thus, after waiting two weeks and not getting a result, you can safely go to court.

You shouldn't look for a catch everywhere.

Anyone can make a mistake, and your operator is no exception.

Before flooding your office with all sorts of papers and threats, try to solve the problem peacefully.

When filing a claim for the provision of communication services, remember that the operator has extensive experience in solving such problems, so be careful and then you will definitely be able to win the case.

Stand up for your rights and then others will respect and observe them.

The article, of course, is not completely useless. But it contains such “inaccuracies” that it casts doubt on the legal literacy of its author. For example, the law “On Mobile Communications” does not exist at all. There is only the Federal Law of July 7, 2003 N 126-FZ “On Communications” (but it also includes mobile, or more precisely mobile radiotelephone communications). In general, the article does not contain normal references to regulations that one could rely on when drawing up a complaint. The timing is also incorrect. According to paragraph 7 of Art. 55 Federal Law “On Communications” - “7. The claim must be registered by the telecom operator no later than the business day following the day it is received. The telecom operator, within 30 days from the date of registration of the claim, is obliged to consider it and inform the person who filed the claim about the results of its consideration.” And in paragraph 8 of Art. 55 of the Federal Law “On Communications” states that “8. For certain types of claims, special terms are provided for their consideration: 1) claims related to postal items and postal transfers of funds sent (transferred) within the same settlement are considered within 5 days from the date of registration of claims; 2) claims related to all other postal items and postal money transfers are considered within the time limit established by paragraph 7 of this article; 3) claims related to the provision of long-distance and international telephone services and the provision by the telecom operator to the subscriber of the opportunity to use mobile radiotelephone communication services outside the territory of the Russian Federation, provided by another telecom operator with which the subscriber has not concluded an agreement for the provision of mobile radiotelephone communication services, are considered within 60 days from the date of registration of claims.” The sample complaint (available for download) was clearly not a lawyer, or a lawyer, but of very low qualifications, at the level of a 2nd year law student. In general, the article is still suitable for general development, but it’s not very good for sensible guidance when writing a claim. Citizens, read something else on the Internet and various legal reference systems!

All this is useless. I left a complaint on the website, wrote letters, all providers have the same thing. The redirects were connected illegally, the lawyer began to demand 26,000 rubles for registration. I also couldn’t find any good samples on the Internet. Veselukha! It feels like there are only degenerates in St. Petersburg, the barrier is artificial.

Call support

Suitable only if there are technical problems: for example, your home Internet suddenly stopped working or you paid off your debt, but the television did not work. In this case, the operator will detect a malfunction and send a technician or activate the subscription remotely. But many complexities cannot be resolved during a short phone call, as they require a longer and more careful consideration.

MTS technical support operator phone number 88002500890.

How to return an erroneous payment to MTS

Considering that people have been actively using mobile communications for more than 10-15 years, almost every subscriber has at least once encountered an erroneous transfer of funds and wondered whether it is possible to return funds that another subscriber at one point became the lucky owner of.

By the way, it is not for nothing that specialists from MTS receive their salaries, because they examined even such a seemingly insignificant problem in detail and rendered their verdict on its solution. It represents, thanks to which you can return the money subject to the following conditions:

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• The funds were sent to the number of another MTS subscriber;
• An error in the number consists of incorrectly entering no more than 3 digits;
• The order of the numbers in the phone number is violated no more than in the four-digit range;
• No more than 14 days have passed since the erroneous payment was made.

In order to successfully return the spent funds, MTS subscribers must contact the company’s contact center. You must have with you any of the payment documents confirming the payment to a specific phone number. You can contact the contact center in several ways:

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• By number 0890;
• Through the feedback chat, available in the subscriber’s personal account on the company’s website (instructions for registering a personal account are here).

In addition, you can get a refund if you fill out the appropriate application form. However, in this case it is also necessary to have a copy of the document confirming that the payment has been credited to the specified phone number.