Actions of the consumer if the Internet or MTS connection does not work. Rules for writing and filing a complaint

Grounds for filing a complaint

Here are the most common reasons for negativity from subscribers:

• Complaints about the quality of communication or Internet;
• Illegal debiting of funds from a personal account or discrepancy between fees for services and official tariffs;
• Unlawful account blocking;
• Receiving spam mailings from the provider;
• Complaints about the work of call center or office employees;
• Refusal to terminate a contract or other violation of consumer rights.

In what cases should you write a complaint?

In fact, there are no clear requirements for a precedent for filing a complaint - any claims, as a consumer, can be disputed by contacting the banking support service.
Of course, before sending a complaint, it is best to consult with the contact center and tell your problem - if this does not help solve it, you should think about contacting non-bank authorities. The most common complaints among MTS Bank clients are inconsistent paid options, random debits from the account balance, and dissatisfaction with employee service (rudeness of branch managers or employees). All these and other reasons are mandatory for filing claims against MTS Bank. Let's consider each of the authorities for sending complaints separately.

Where can I file a complaint against MTS?

To complain about a mobile operator, there are several effective ways:

• Leave a request at the company’s office or specialized salon. The document must be completed in two copies. Request that the employee register the request and put on your copy the incoming number or any other mark of receipt (for example, “Received”, full name, date, time, position).
• Write a complaint using the feedback form on the official website of the operator www.mts.ru.
• Call the hotline: - 0890 - support service; — 8 800 250 0890 – for calls from landline and mobile other operators; — +7 495 7660166 – for calls in international roaming.
• Send a notification letter to the address: 109147, Moscow, st. Marksistskaya, house 4 or the legal address specified in the contract for the provision of services.
• If you encounter rudeness from an employee, note this fact in the book of complaints and suggestions.
• Contact your regional Consumer Rights Protection Organization (OCPP).
• Complain on the Roskomnadzor website.
• Contact Rospotrebnadzor.
• MTS VIP clients can write a request at the VIP service center or contact their personal manager.
• In case of a serious offense, we recommend contacting the prosecutor's office or court.
• “Dobrodel” is a portal created by the Government of the Moscow Region. It is an online platform whose purpose is to accumulate complaints and monitor their prompt resolution. After completing the registration procedure on www.vmeste.mosreg.ru, the subscriber can send a complaint against the MTS operator by selecting the “Communications, Internet Media” section in the “Offers” section.

Contractual relations regarding recalculation and return of funds to personal accounts are considered civil law and are regulated by the Civil Code of the Russian Federation. According to Art. 11 the protection of such rights is carried out by the court.

What is the MTS Bank hotline number?

Unlike electronic requests, calling a hotline number allows you to solve the problem more quickly and in a wide range of topics. The MTS Bank hotline is free of charge. The hotline number is free and can be reached from anywhere in the country. For regions, the contact number is 8 800 250 0 520.

To unload the main channel, another line was created to service and receive calls from residents of the Moscow region and Moscow. Hotline phone number - +7 (495) 777 000 1. Another hotline number was created for the ability to call from mobile phones, regardless of the operator, the call is free - 05 12.

The purpose of the MTS Bank hotline is to serve cardholders, provide advice on loans, block cards, and answer other customer questions. Especially for the safety of bank clients, MTS has introduced a separate channel for reporting cases or attempts of fraud or violations. You can talk about such cases by phone.

File a complaint on the official MTS website

You can send a complaint against MTS at www.mts.ru. To do this, you need to fill out the feedback form in the “Support” section. Subscriber service."

How to do it:

• Follow the link www.anketa.ssl.mts.ru/ind/feedback.
• Select which service area the request concerns (mobile communications; home TV, Internet).
• In the window that opens, select the topic of the appeal (Figure 1).
• For example, the reason for the complaint was the rudeness of a salon employee. In this case, you must select “Service in the company” from the drop-down list.
• Select a section. For our example we need o.
• In the window that opens, fill in the required fields marked with an asterisk (Figure 2).
• Select the method of providing a response (call, SMS or email) and click “Send request”.

File a complaint with Roskomnadzor

The Federal Service for Supervision of Communications, Information Technologies and Mass Communications (Roskomnadzor) checks the operator’s compliance with established standards for the quality of communication services, restricting access to web resources, blocking pages or Internet connection speed. Claims regarding the quality of service, the state of the personal account, as well as any financial issues do not fall within the competence of this organization.

Registration of complaints against MTS to Roskomnadzor occurs as follows:

• By sending a notification letter to the address: 109074, Moscow, Kitaygorodsky pr., 7, building 2.
• By writing a request to the general email address [email protected] In this case, you must clearly indicate the reason for the request in the subject line of the letter.
• Create an electronic request on the official website: - follow the link rkn.gov.ru/treatments/ask-question; — select the subject of the appeal “Provision of communication services”; — in the window that opens, enter information in the required fields (Figure 3); — attach supporting documents (if any); — enter the security code; - click the “Send” button

At your request, the response can be sent to your registration address, place of permanent residence, or to your email.

Contact technical support via the app

The capabilities of the MTS Bank mobile application (mobile bank) are not limited to:

• Mobile replenishment.
• Paying other bills.
• Transfers from the card.
• Viewing payment history.
• Viewing news, offers, promotions.

Once the user's Personal Account has been activated, they have access to the main menu, where the “Help” or “Write to Us” tab is open. Technical support accepts any messages related to the bank's activities. Special communication form, how to format it correctly and what to write, we will clarify below.

The application is only available for smartphones based on Android and iOS.

Complaint to Rospotrebnadzor

The Federal Service for Supervision of Consumer Rights Protection and Human Welfare (Rospotrebnadzor) accepts complaints about poor quality service, illegal write-offs and other violations.

How to complain:

• Send a notification letter to the address: 127994, Moscow, Vadkovsky lane, building 18, buildings 5 ​​and 7.
• Write to email address: [email protected]
• By phone: — 8-800-100-00-04 – toll-free information line number; – reference; — 8-499-973-18-02 – Public Reception
• Contact the Public Reception at the address: Vadkovsky lane. 18 building 5.7, 1st floor. Reception on consumer rights issues is held on Wednesdays from 13:00 to 16:00
• Fill out the application form on www.rospotrebnadzor.ru: - follow the link: www.rospotrebnadzor.ru/feedback/new.php - fill in the fields marked * in the window that opens (Figure 4); — in the field provided for entering text, briefly state the essence of the complaint. maximum number of characters – 2000 (Figure 5); - additionally attach scanned copies of documents (contracts, printouts of expenses, etc.) - contact the territorial body of Rospotrebnadzor at the place of registration.

The response will be sent to the registration (residence) address or by e-mail.

Where to complain about MTS Bank

The determination of the recipient of a complaint against an institution is carried out regardless of the specific bank.
The main goal that the client should be guided by is the competent written and oral presentation of the problem. Her decision, in turn, will depend on the individual details of the complaint. In case of minor problems, the easiest way to resolve the issue is by contacting the contact center or the main office of MTS Bank. If the problem caused significant harm or the client’s losses were not compensated in any way after contacting MTS Bank services, you need to protect your rights through other authorities.

Complaint to MTS Bank

Sending a complaint is possible in two ways: a written complaint addressed specifically to MTS Bank or third-party organizations or a personal appeal (by phone). Both options are suitable for those clients who:

• Has complaints about the quality of service and standards of behavior of employees (unjustified refusal to provide services or servicing, rudeness of employees, publication of false information on current services, etc.)
• I encountered violations in the procedure for working with my confidential data (disclosure of personal information, loss of important documents and transfer of them to third parties without the client’s consent)
• Dissatisfied with the quality of the service provided (any errors in the process of transferring funds (amount, recipient, etc.), violations in the procedure for preparing documents and agreements, non-disclosure of open information about the details of the service)
• Was deceived during the execution of the contract (forced signing of documents on services, deliberate changes in the clauses of the contract after certification by his signature)
• Became a victim of fraudulent employees (theft of funds from an account, sale of client information to other organizations, transfer of obligations to third parties, etc.)

Important! Each complaint from the above points is sent to a specific authority. Simply put, any complaint requires a preliminary analysis on the part of the client: it is necessary to determine the recipient, the form and the general topic of the complaint. Below are examples of reasons and methods for filing complaints with MTS Bank:

To the hotline

Sending a complaint through the hotline is possible by calling the MTS Bank number or contacting the contact center via the Internet.
Filing a complaint by phone can be divided into two scenarios: • The client deliberately files a complaint

In this case, the MTS Bank client not only tries to solve the problem, but, refusing the help of a consultant on the hotline, sends an official request for consideration of the complaint. It is best to address such forms to the main office of the local region - it is the local management that is responsible for organizational issues related to working with clients.

• The client contacts the hotline specifically to solve the problem

In this scenario, the MTS Bank client simply wants to make a complaint and resolve the problem after the call is completed. This option does not provide for the official filing of a complaint with third-party authorities and does not carry legal force for further proceedings with MTS Bank - the operator will simply try to offer optimal solutions (reissue the card, freeze the account, etc.)

On the official site

When sending a complaint through the official website, an MTS Bank client must fill out an online form that describes in detail the essence of the problem, feedback methods (initials, phone number, etc.), additional screenshots or photographs of documents (if any) and the general reason for the complaint.
As a result, MTS Bank will consider the claim and send a response within a few days - their response can be used as evidence in further proceedings with other authorities. The reason for contacting may be any problems related to the operation or maintenance of MTS Bank. E-mails from the services are also attached to the case when sending a claim to government agencies (prosecutor's office, Rospotrebnadzor, etc.) - this will help prove guilt in court in case of illegal actions of MTS Bank.

Complaint to other authorities

If the problem from the filed complaint was not resolved by MTS Bank employees, the client should contact other organizations to protect their rights. It is best to send complaints with an official response from the management or management of MTS Bank - this way the authorities will be able to assess the overall involvement and attitude of the financial institution towards its client’s complaint.

Central Bank of Russia

As you know, all banks are under the direct supervision of the Central Bank of Russia - it is he who solves all problems associated with significant disruptions to work. However, not all complaints are considered by Central Bank employees - for this, complaints must meet several requirements:

• The essence of the complaint is a violation of bank secrecy or its disclosure to third parties;
• MTS Bank employees grossly violate work regulations, refusing their services on an unreasonable basis;
• They hide valid information about their services in order to mislead their clients.

If a client’s complaint includes at least one of these three reasons, he needs to send a complaint to the Internet reception desk of the Central Bank. When filling out, the client is required to indicate the name of the bank, attach files (photo of the contract or recording of the conversation), and then describe the essence of the complaint in up to 5,000 characters. After sending, a response will be received within a few days to the contacts specified in the complaint.

Rospotrebnadzor

This institution considers the problems of MTS Bank clients, i.e. any violation of consumer rights may be referred to its services. To submit, a citizen must go to the main website and leave an email with a complaint or call the hotline 8-800-100-00-04. The time frame for consideration of a complaint is quite long - from 10 to 30 calendar days from the moment the complaint is sent.

Roskomnadzor

Roskomnadzor accepts complaints related to the disclosure of confidential data about a bank client. This institution does not consider other issues. For help, you can call +74959876800 or the nearest department (bring an identification document with you). Reception hours may vary in each region - we recommend calling for more information.

Antimonopoly Service

FAS employees consider requests from bank clients only under certain conditions.
The most common example: complaints about forced insurance procedures or registration of additional services. Not every bank client knows that insurance for credit services is accepted exclusively on a voluntary basis - not a single bank has the right to impose insurance without the personal consent of their client. Also, forced cooperation with third-party organizations, be it insurance or financial institutions, is a gross offense - not only MTS Bank employees, but also senior management are responsible for these offenses. The last common reason for filing a complaint with the antimonopoly service is the refusal to provide services under the terms of promotions and individual offers. For example, a bank conducted an advertising campaign to attract clients on favorable lending terms: when applying for this service, the bank client either received inappropriate conditions or was completely withdrawn as a candidate borrower.

To send a complaint to the front office, a bank client can go to an online resource with a printed statement or leave a letter with a detailed description of the problem in the mailbox at the entrance to the local department of the city's antimonopoly service.

Prosecutor's office

The prosecutor's office can help resolve the most important and serious complaints.
It is also worth understanding that sending a claim to the prosecutor’s office will entail a lengthy process with proceedings between the client’s side and the bank’s official defender. Many complaints to the prosecutor’s office often continue to be considered in court - if particularly gross violations by MTS Bank employees are proven, the protection of a competent lawyer will be needed. The most suitable scenario for sending a complaint to the prosecutor's office: a client of MTS Bank filed a complaint with the services with a clear decision in his favor, but the official response from the management of the institution did not help in solving the problem. If there are no alternative options, you must contact the territorial prosecutor's office with a statement. All evidence of the bank’s inaction is attached to the application: the official verdict, letters of complaint and the essence of the complaint itself.

Court

Going to court is perhaps the most extreme way to resolve a problem related to a client’s claim.
A lawsuit carries enormous risks for the applicant - the defense will be more prepared, since MTS Bank has hundreds of legal experts and lawyers on its staff. For this reason, you should only go to court if you are 100% confident in the judge’s positive verdict. If an MTS Bank client has slight doubts about the success of his claim, it is best to withdraw the application. Firstly, the potential costs of litigation in the event of a defeat will fall on him, and the work of expensive lawyers can cost a considerable amount. Secondly, a lawsuit can be redirected to the victim at any time - in this case, the citizen bears the risks of administrative liability in the form of fines.

In order to competently prove his case at a court hearing, the applicant, represented by a client of MTS Bank, must at least first consult with a legal expert, and it is best to hire a reliable lawyer. Working in tandem with the defense will allow you to collect all the necessary evidence: recordings of conversations, printouts of official responses, scans of a letter of claim, contract numbers, payment receipts, etc.)

Association of Russian Banks

A short excursion for those readers who are not familiar with this organization: ARB is a non-profit organization.
It is not controlled by government agencies and was founded back in 1991. In essence, the ARB is a united community of banking institutions that considers complaints and claims against their members in a pre-trial manner. The work of the association is aimed at maintaining trust between the client parties and banking services. Sending a complaint to the ARB services is possible in three ways:

1. Send a registered letter describing the problem to the address: 121069, Moscow, Skatertny lane, 20, building 1.
2. Write an email to the official email address [email protected]
3. Register a complaint on the main website of the Association of Russian Banks using the link https://arb.ru/: at the very end of the main page on the right side there will be a “Feedback” menu - using it the client can leave a complaint with a personal email to send a response.

Financial Ombudsman

Also, on behalf of the Association of Russian Banks, financial ombudsman Pavel Alekseevich Medvedev can also accept citizen complaints - he considers claims related to serious violations of banking procedures, such as:

• Debt restructuring problems;
• Illegal accrual of interest when paying off a loan;
• Exceeding official authority and operating regulations of collection agencies;
• Adjustment of commissions for bank services;
• Unreasonable or unlawful demand from bank services for early repayment of the loan;
• Theft of funds from the client’s account and bank cards.

Important! Sending a complaint to the financial ombudsman is possible only after sending the complaint to the bank itself and the expiration of the 30-day period for its response.

To contact the financial ombudsman, you can use a registered letter by sending it to the address 107016, Moscow, st. Neglinnaya, 12. Pavel Alekseevich also responds to complaints via his email address,

Banki.ru

The Internet portal provides the opportunity to contact a bank representative by leaving a request with a complaint in the “Company Hotline” section.
In the window you need to find the name of a specific financial organization (in our case, MTS Bank) and fill out an email using the form indicated on the website. Before sending a message, moderation of the Internet portal will ask you to register for feedback from the client. As for the timing and reasons for sending claims, there are no rules as such in this matter: usually the response from the Banki.ru website arrives within 1-5 days to the mailbox specified in the application. Problems that are relevant for discussion with representatives of MTS Bank on this website can be anything: from questions about freezing an account to refusal to restructure a debt. However, it is worth remembering that the resource itself does not have any legal force and its answers, as a rule, are strictly advisory in nature.

File a complaint against MTS with the OPP

If MTS or the federal authorities ignored the complaint or the answer to it did not satisfy you, feel free to contact the OPP. Lawyers of this public organization provide consulting services to protect the rights of individuals and legal entities when purchasing goods and services.

How to sign up for a consultation with the OPP and correctly file a claim:

• By calling: ; (499) 241 40 87;; +7 (24 hours a day).
• By writing to email
• At a personal reception at the address: Moscow, Smolensky Boulevard, 7 (or 7/9).

Reception days: Monday-Friday: from 10:00 to 20:00; Saturday: from 10:00 to 17:00

How to properly write a complaint against MTS

A complaint or statement can be written by hand or on a special form - download it from the official website or ask in the office.

Before writing, you should carefully study the contract. It is the document that regulates the relationship between the cellular operator as a service provider and an individual (legal) person.

The text of the appeal must be drawn up taking into account the recommendations of Federal Law No. 59 “On the procedure for considering appeals from citizens of the Russian Federation” dated May 2, 2006. In order for a complaint to be considered as efficiently as possible and within the time limits established by law, it must meet the following requirements:

• The email must not exceed 2,000 characters. Briefly describe the problem. Indicate which laws or clauses of the contract were violated. Describe what kind of solution you expect.
• Indicate the address of the store or salon where the incident occurred; Full name of the persons whose actions you are appealing.
• Attach supporting documents to your application. For electronic form, files can be in txt, doc, rtf, xls, pps, ppt, pdf, jpg, bmp, png, tif, pcx, mp3, wma, avi, mp4, mkv, wmv, mov or flv format up to 5 in size MB (without archiving). It is better to send large files by regular mail, which must be indicated in an email. For a paper application, a list of supporting documents (checks, printouts, contracts) must be compiled.
• It is not acceptable to write an electronic appeal in Latin or capital letters.
• A complete, accurate sender address is required. It is also advisable to indicate a contact telephone number, as it may be necessary to clarify details.
• The header should indicate to whom the letter is addressed, the address of the organization, and complete, reliable data of the applicant.
• The text must be broken into sentences and not contain threats, offensive or obscene language.

Complaints will not be accepted for consideration: Anonymous; Containing, instead of describing the incident, a link to third-party Internet content where text that is illegible or inherently questionable is published.

How to write an application: basic rules

It is known that any company is not happy with negative customer reviews. Therefore, an incorrectly drawn up document may cause the application to be rejected.

Before you start writing a complaint, it is recommended to read the agreement concluded with MTS. In addition, it is worth taking into account the rules prescribed in Federal Law No. 59 of May 2, 2006 “On the procedure for considering appeals from citizens of the Russian Federation.”

A complaint against MTS is usually written by hand, but you can also use a special form posted on the organization’s official website. In addition, forms are available at MTS offices.

The complaint should be written to the general director, who controls all operations, including the return of funds.

To correctly file a complaint, it is better to use a sample. Clear formulation and listing of actions that have already been taken will allow you to get a faster response.

In the upper right corner you need to write the document header:

• FULL NAME. and the position of the addressee;
• FULL NAME. subscriber;
• residential address;
• telephone.

Next you need to write by . After this, you should state the problem, for example, unstable communication quality or illegal write-off of finances. All circumstances must be described in as much detail as possible:

• when the connection became poor;
• where it catches and where it doesn’t;
• what actions were taken.

It is worth mentioning that the law “On Protection of Consumer Rights” was violated. Anonymous complaints containing threats and profanity will not be accepted for consideration.

We do not recommend completing the documents yourself. Save time - contact our lawyers by phone:

8 (800) 350-14-90

Registration and response deadlines

If the complaint was submitted in writing, you need to keep one of the copies so that if the paper is lost, you do not have to write the appeal again. A document handed over to the responsible employee personally or received by mail must be registered within 24 hours.

The company's subscriber is given 30 days to understand the situation and respond. During this period, the result of the consideration of the claim is sent by mail or sent to an e-mail.

Complaint consideration period

The deadlines for consideration by Roskomnadzor, Rospotrebnadzor and other government bodies are determined by Art. 12 Federal Law “On the procedure for considering citizens’ appeals”, according to which:

• A written appeal received by a state body, local government body or official in accordance with their competence is considered within 30 days from the date of registration of the written appeal.
• According to Art. 55 Federal Law No. 126 of July 7, 2003 “On Communications”: 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 thirty 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.

The official response must be sent by mail or e-mail in the format of an electronic letter with a digital signature. If the claim is partially or completely rejected, or the deadline for responding to it is not met, all that remains is to file a claim in court.

Recommendations

The best algorithm for filing a complaint with MTS Bank is as follows:

1. We contact the contact center and share the problem: if the bank’s support did not help in any way, we record a recording of the conversation.
2. We file a complaint through the official website of MTS Bank: if you are not satisfied with the answer, save it for further proceedings with government agencies.
3. We forward the complaints to the competent authorities, supporting them with an official response from the MTS Bank service: if their verdict did not turn out to be useful, we attach it to the general folder of documents regarding the complaint.
4. We write letters to the ARB and the Central Bank indicating all past responses from the management of MTS Bank and government agencies: if the result is not achieved, we print out the official responses again and prepare a claim.
5. The last stage: protecting your interests in court: draw up a claim with evidence in the form of all past letters in response to your complaints and wait for the court hearing, having previously secured the support of a lawyer.