What to do if you put money on the wrong MTS number

Remembering your MTS phone number is quite easy. Also, just in case, you can write it down in your phone book. However, quite a large number of people, when replenishing their account through terminals and ATMs, incorrectly indicate the number, as a result of which the funds are credited to another subscriber. Any user who has a receipt confirming the operation can return an erroneous payment to MTS.

It is worth noting that each subscriber must keep receipts. But many people immediately throw out the check or don’t pick it up from the terminal window at all. You should know that a refund is not possible in case of an erroneous payment without a receipt.

The main ways to return an erroneous MTS payment

There are three ways to return an erroneous MTS payment - let's look at them in detail.

Contacting the MTS customer service office

There is nothing wrong with making a mistake when entering your number and, as a result, topping up another subscriber’s account. Funds can be returned and sent to the account of the desired subscriber. To do this, you need to visit the MTS office with a passport, as well as a document confirming the erroneous payment. At the office, you will fill out an application and supplement it with a copy of the check (you must keep the original document).

After the consultant accepts the application for a refund, he will send it for processing. If an erroneous account replenishment is confirmed (the payment platform must transmit the information to MTS), specialists will issue a refund. Correction of an erroneous payment occurs within three days; during this period of time, documents are reconciled. If you choose to have your money returned to your bank card, you will be able to cash out at an ATM in the future.

Feedback form

If you don’t want or don’t have time to visit a cellular office, then how can you return an erroneous MTS payment? In this case, you can leave your application on the MTS website using the feedback form. To do this, you need to download the application in the “Application Forms” section, after you fill it out, the application must be scanned and sent through the feedback form. Along with your application, do not forget to send a scanned receipt confirming payment. Review of documents sent online will also take three days, as in case of personal presence at the MTS office.

By fax

This method of returning money is suitable for people who have a rather outdated fax machine - fax. When choosing this method, it is necessary, just as with the method via the feedback form, to download and fill out an application for correcting an erroneous payment. However, you can send the application and check by fax to the MTS contact center. The fax number to which the application should be sent can be obtained from a service office specialist by calling 0890 or 8-800-250-0890.

Contacting the MTS service office

The procedure for returning an erroneous payment through the MTS service office should follow the following scenario:

The subscriber contacts any conveniently located MTS salon . The addresses of the company's salons can be found here.
At the salon, he needs to fill out a return application in the prescribed form. The application shall indicate the subscriber's full name and passport details; phone number to which the payment was credited; phone number to which payment should have been received; payment amount in words and amount to be refunded; date and signature of the applicant.
The application can be downloaded in advance and filled out at home.
The applicant must have a passport with him , which confirms that the telephone number belongs to him; payment document (receipt, check, statement).

It is worth noting that you should keep the original payment document: only a copy of it is given to the MTS employee.

Only its immediate owner can apply for a refund to a bank card. Therefore, if a person paid from another card, then he cannot apply for money transfer in this way.

A sample application to MTS for the return of an erroneously transferred amount can be downloaded from the link.

In the application for a refund of payment to a bank card, you must indicate:

The card's personal account number (the account to which the card is linked).
Name of the bank that issued the card.
TIN, KPP and BIC of the bank.
Bank settlement and correspondent account.

Conditions for adjustment and return of erroneous MTS payment

We outline three refund options, however, refunds will only be provided if the following conditions are met:

The entered incorrect number must differ from the required number by no more than three digits (if you confuse your father’s number with your mother’s number, then you can’t hope for a refund).
An incorrectly entered number must be serviced by MTS; otherwise, you must contact the office of the corresponding cellular operator or the office of the payment system.
No more than two weeks have passed since the erroneous operation was carried out.
If the order of the digits was incorrect when entering the number, this should apply to no more than four digits (if you, for example, entered the number backwards, you will be denied a refund).

If an erroneous replenishment of the MTS number account was carried out from a bank card, then the application must indicate the details of this card (name of the bank, current account, BIC, KPP and TIN of the bank, as well as the card number). It is worth noting that the bank card must belong to the applicant. Refunds to the card are made within two weeks.

Refund procedure

The transfer can be canceled online or by visiting the company's representative office.

Through the Internet

If the subscriber made a mistake when entering a 3-digit number, a return is possible using the MTS Contact Center.

Procedure:

log into your personal account on the MTS operator website or mobile application;
open online chat;
report a problem, attach a scanned receipt of payment;
follow the operator’s instructions: confirm where the funds were actually sent, the amount and date of the transaction, transmit the sender’s passport details, etc.

The application is reviewed within 2 days; if the decision is positive, the money is returned to the sender’s phone number.

At the MTS representative office

If it is not possible to return the transfer remotely, the subscriber will need to visit the service office. You must have a passport and a document confirming the transaction with you.

An application for a refund is drawn up. The form can be downloaded on the operator’s website in the “Useful Information” section, “Application Forms” block.

The document contains the following information:

FULL NAME. the applicant;
passport details;
Date of Birth;
registration;
connection address;
contact number;
E-mail address;
No. and date of the check;
information about an erroneous phone number;
sum;
what number should the transfer be to?
if the account was replenished from a bank card, its details are indicated.

The application is signed personally by the subscriber, the signature is certified by an authorized employee of the company. A copy of the payment document is attached. The money can be returned to your phone balance or to your card. In the latter case, the application shall indicate account details.

After reviewing the application, if the payment server confirms the erroneous transaction, a refund will be issued. The funds will arrive on your phone in 2 days, the period for crediting to your card account is up to 45 days.

The possibility of sending documents by email or by fax should be checked with the MTS Contact Center.

What to do if your account was replenished by mistake?

Now, having read the above information, you know how to get your funds back if you accidentally top up the wrong number. However, what should you do if you are the “lucky one” whose number the money was sent to by mistake? In this situation there are two solutions:

Wait until the person who made the mistake contacts MTS with a request to adjust the funds. As soon as the specialists make the adjustment, the erroneous amount will be automatically debited from your account.
Wait for a call from the person who mistakenly topped up your mobile account - very often people call asking to transfer funds to the correct number. In this case, you simply need to transfer money to the desired number through a terminal or ATM.

It is worth noting that you can withdraw funds from MTS to a bank card.

Important! If you receive an SMS asking you to return funds to another number, you should first check whether the money has arrived in your account due to an error. This scheme is often used by scammers.

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’s better to fill out a complaint, print it out 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 by obtaining details from 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:

claims 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 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.

Return Policy

It is important to note that cancellation of an MTS payment is possible only if certain conditions are met. Let's highlight the main ones:

the number to which the transfer was sent by mistake belongs to the MTS operator (if this is not the case, you will not be able to cancel the transaction);
the order of placement of no more than four characters in the number is violated;
the affected person (the owner of the plastic card from which the payment was made) applies with a request to withdraw the MTS payment;
an error was made in no more than three phone numbers;
at the time of submitting the application, no more than two weeks have passed from the date of payment;
the information on the bank card matches the information in the identity document.

Before returning money from another user’s number, make sure once again that you meet all the conditions stated above.

Methods for filing a claim with MTS

If you want to leave a verbal complaint, you just need to call the support service at 8-800-250-08-90 (for international roaming, a different phone number is used - 8-495-766-01-66). MTS users can use a short number to contact a call center operator - 0890.

A written complaint can be submitted in the following ways:

by filling out an electronic request form on the MTS website (https://anketa.ssl.mts.ru/ind/feedback_mob/);
by preparing a written version of the appeal and submitting it to the nearest office of the company in person, through a representative or by post.

The claim does not have a strictly established form, therefore it is drawn up in free form. Although a citizen dissatisfied with the quality of MTS service can contact the company with a verbal complaint, a written version is most effective. It does not matter whether the document is drawn up by hand or on a computer.

Submitting a refund request through your MTS Personal Account:

find the “feedback form”, follow the link;
set the item “Leave a claim”, select the topic “Financial issues”;
Be sure to fill out all the fields that open, enter personal data, briefly describe the essence of the problem and send a request.

Refunds are made 2 days after submitting the application and documents (to the card within 45 days) if the required amount is available on the mobile balance.

Send a message to number 6111 with the text “card card number amount” (16-digit plastic number).

Filling out an electronic claim form

The electronic application form allows citizens to report fraudulent activities, ask a question to a company representative, or leave a complaint about the quality of service.

When submitting an electronic request (https://anketa.ssl.mts.ru/ind/feedback_mob/), you will need to select the topic of the appeal and the type of service for which you are filing a claim, after which you must indicate the data listed below:

Full name of the applicant;
passport series and number;
an email address through which company specialists can contact the applicant;
contact phone number;
the type of service with which the client is dissatisfied;
the essence of the appeal;
way to get a specialist answer.

If you have documentary evidence of a violation of your rights and interests, these papers must be attached to the specified claim. The response to the request can be sent by SMS message or via the specified e-mail, and also voiced over the phone.