How to write a complaint against MTS - where to leave a complaint

Reasons for complaints and claims

The reasons for writing complaints and claims against the MTS operator are different. Among them:

• Unreasonable withdrawal of money from the SIM card account;
• automatic connection or imposition of additional services not included in the tariff plan;
• poor quality of mobile communications, Internet, satellite or home television;
• the employee’s reluctance to help or rude attitude on his part, etc.

In each case, the subscriber can leave a request not only to the company itself, but also to regulatory authorities.

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 leave a complaint or claim for MTS service

The easiest ways to write a complaint to MTS are to use the Hotline, the feedback form on the website, or contact the support chat. Other available options are to write a letter to MTS by email or regular mail, or create an application addressed to the general director.

Call the Hotline

You need to call the Operator Support Service to solve technical problems, regarding issues of disconnecting or connecting services, etc., i.e. when you can quickly correct the situation. If the reason for the request is more complex and requires lengthy study or consideration, technical support staff will not be able to help the client.

So, for example, it will not be possible to complain about service by calling the Hotline, because... such a question requires investigation into the situation and it is impossible to resolve it within a couple of minutes.

On the official site

A feedback form has been created on the MTS website. Through it you can ask a question, complain, report fraud, express gratitude.

The response from the claims department can be received in the form of a call back, via SMS or as an email, at the client’s choice.

Via support chat

You can complain about the quality of communication or talk about another problem through the support chat. You can use it in the mobile application by clicking on the “Chat” button at the bottom of the main page.

In the window that appears, you need to state your problem in as much detail as possible, then the free operator will give an answer to it.

This method is practically no different from an outgoing call to the Hotline, except for a faster response and greater convenience. You need to know that in difficult situations it will not be possible to solve the problem through the Support Chat, so you should contact here only to resolve simple issues, as when calling the Support Service.

By email

You can leave a complaint about an MTS employee, service, or for any other reason by sending a message to the operator’s e-mail. The operator does not have a special email for complaints, so you can use the company’s general mailbox – [email protected]

MTS mailbox

A subscriber can write a complaint to MTS not only via the Internet, but also by regular mail.

Mail for requests: 109147, Russia, Moscow, st. Marxist, 4.

Contacting the MTS office

This method will require a personal visit to the MTS office, preferably to the central one in the city. You will need to take your passport with you. The appeal can be made on the spot, but it is better to first download the claim form and fill it out at home so as not to waste your time. Completing an application in the office is more convenient because you can ask the employees for a sample to fill out.

Application addressed to the General Director

If the subscriber decides to write a letter to the MTS company or leave a request in the office, then they need to be addressed to the general director or the head of the branch.

To state the problem, you need to use a complaint form or write a statement in free form. It is important to clearly identify the essence of the complaint and describe in detail all the actions that were taken to eliminate the situation.

The correct formulation of the question and a clear presentation of the problem will help to quickly resolve the situation in favor of the client.

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”.

Contacting regulatory authorities

If all appeals to the company have not brought results, you need to know where to complain about MTS in this case. Regulatory authorities will help in resolving the situation - the society for the protection of consumer rights, Rospotrebnadzor, and the court.

Natalia

Technical specialist, user support on mobile communications issues.

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Contacting the OPP

OZPP are public non-profit associations that protect the interests of consumers and help resolve difficult situations. They have the right to help in drawing up an appeal to Rospotrebnadzor or Roskomnadzor.

You can find contact information for the consumer protection society for your city or region on the Internet.

Rospotrebnadzor

A complaint to this organization is made in serious situations. For example, communication services are provided with poor quality, there are no warnings about technical work, but money is written off within the specified period.

Application to court

An application to the court can be drawn up after the decision to write a claim to MTS has not brought results. The appeal must be formalized correctly, indicating the violated articles of the Civil Code of the Russian Federation and the Civil Code of the Russian Federation, and also not have any emotional overtones. Therefore, to draw up an appeal to the court, it is better to contact a lawyer, especially since each specific situation is individual and for this reason there is no general form of statement of claim.

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.

How to properly file a claim

To receive a response to your claim in a short time, the application must be correctly drawn up and executed.

Electronic

The subject line of the letter should indicate “Claim to MTS for (description of reason).” If this is not done, there is a risk that the message may be lost.

If it is assumed that in the future you will have to go to court and you will need to use a pre-trial claim with MTS as evidence of an attempt to resolve the issue peacefully, you need to file it in accordance with all the rules.

It is recommended to state the essence of your problem in free form on plain paper or fill out a claim form, sign, scan in color and send the file as an attachment to a letter. If you use a simple letter form from a postal resource, the status of an official appeal may be challenged.

If the functionality of the mail service provides notification of receipt of a letter, it must be used without fail.

If there is no response to the letter, this can be used as a reason to contact the regulatory authorities.

On paper

It is preferable to submit a paper claim yourself to the operator’s office. You need to ask for a mark of acceptance, photocopy the application and receive a second copy with a mark.

The appeal should be drawn up in as much detail as possible to make it easier to understand the essence of the complaint and resolve it.

If the situation developed in several stages, you need to talk in detail about each of them.

If any clauses of the client’s contract were violated, they need to be listed.

MTS employees do not consider applications in the following cases:

• anonymous;
• without the claim itself, only with reference to any source;
• written in illegible handwriting;
• containing questions not related to the work of the company;
• containing threats or profanity.

At the end of the complaint, you need to state your requirements.

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

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.

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

Submission methods

You can leave a complaint in different ways. The optimal communication channel is selected depending on the severity of the issue and the capabilities of the subscriber. But in any case, you need to make sure that the fact of the request is recorded, especially if the MTS management left it unanswered.

Each regional branch of the company has a department responsible for recording claims, sorting them and transferring them to authorized persons for further consideration.

According to the rules for pre-trial dispute resolution, a response to a claim can be signed by the director or his deputy. If the paper was signed by a manager or other ordinary employee, such a letter cannot be called official.

How to leave a complaint online on the company website?

On the company's official website, the feedback tab is not displayed on the main page, so it is not easy to find. It must be remembered that the mobile operator does not have a single resource. Each region has its own prefix in the email address. Analysis of their IP allows you to redirect users to the desired resource.

To find a section of the site where you can leave a complaint, you need to enter mts.ru/personal/feedback-fix in the address bar.

A feedback form will appear for home Internet, television and telephony customers. You need to click on the “Complain” item, select the topic of the complaint and the name of the service. After this, you should enter the following data in the appropriate columns:

• FULL NAME.;
• residence and registration address;
• contact phone number and email to which the response will be sent;
• contract number or l/c;
• TV and Internet connection address.

By clicking the “Send request” button, the subscriber expresses his consent to the processing of personal data. After refreshing the page, a record will appear stating that the complaint has been assigned a number, and its text has been duplicated by email.

If you wish, you can send a complaint through your personal account. In this case, the procedure will be similar.

Via technical support

Calling a call center operator is considered not the most effective way to solve serious problems with the quality of communication services.

But you can get answers to your questions, find out what options are currently connected and refuse them. In many situations, this is enough and there is no longer any need to write a complaint.

The following are phone numbers you can call if your home Internet, communications, or any other operator service does not work:

• 0890 – for a call from an MTS number;
• 8(800)-250-0890 – for calls from mobile numbers of other operators, as well as from landline phones;
• +7(495)-766-0166 - to contact the operator from international roaming.

The company records all calls to monitor the performance of the technical support service. The subscriber can also record the conversation to make it easier to prove in the future that the call was made.

Unfortunately, it is impossible to verify that the operator actually submitted the complaint. But if you cannot contact us through other channels, you should clearly dictate the essence of the complaint to a specialist and be patient.

By email

MTS does not have a separate email address for receiving complaints. All letters are sent to the post office. You can write a complaint directly in the window of the selected postal resource, but lawyers recommend putting your claim on paper, adding a personal signature and sending a color scan to the telecom operator.

If the matter comes to trial and it is necessary to present evidence of attempts to resolve the conflict situation peacefully, the status of an official letter to the telecom operator will be more difficult to challenge.

Regardless of whether the letter is attached as a separate document or written in a special window, you must write in the subject the purpose of your appeal, for example, “Claim for write-off of funds.”

itself should be succinct, up to 2 thousand characters. In this volume you should try to include all the important facts related to the problem that has arisen.

It is not necessary to use an electronic digital signature. The company identifies the client by his personal account.

Attached to the electronic complaint form:

• Copies of the agreement.
• Copies of passport pages with photo and registration.
• As well as evidence in the form of non-archived files of any format. The file size should not exceed 5 MB.

If the question concerns warranty service, you must provide scans of sales receipts and a warranty card.

It is recommended to use the “Notify when an email has been received” option.

Personal application to the office or sending by mail

• You can personally contact the MTS salon with a written or oral complaint. It is important to ensure that the employee has registered the claim.
• It is also suggested that you leave an entry in the book of complaints and suggestions yourself.
• A more traditional way of communicating with company management is to send a paper letter by Russian Post. Correspondence should be sent to the address: 109147, Moscow, st. Marxist, no. 4.

Reasons for writing a complaint

The basis for a complaint may be the actions of the telecom operator that violate the law:

• unjustified write-off of money from the balance sheet;
• imposing additional services, connecting options not provided for in the tariff, without notifying the user;
• poor connection quality when the device supports high-speed Internet;
• blocking prepaid services;
• insults from company employees or poor service (for example, providing incorrect information);
• violation of the terms of the contract.

According to the Law of the Russian Federation No. 26 of July 7, 2007 “On Communications,” subscribers have the right to cellular communications of adequate quality, as well as to provide a detailed description of the services provided.

The subscription fee should not contain hidden fees that the consumer was not notified of orally or in writing. In addition, the law states that customers who have suffered as a result of a telecom operator’s failure to fulfill its obligations are entitled to compensation payments.

Service interruptions

One of the reasons for filing a complaint may be frequent interruptions in the operation of a particular service. The most popular mobile operator services today are:

• Internet on the phone (mobile Internet).
• Television (TV).
• Cellular.

Any of the services provided must operate around the clock and without interruption. If the reason for poor performance does not depend on the user, for example, the Internet connection on the phone is overloaded and therefore works poorly or even freezes, then you should contact MTS. Initially, you can call the hotline and describe the essence of the problem. The next stage, if the problem is not resolved or ignored, is filing a complaint.

Reasons for filing a complaint

It is important to be able to correctly formulate a claim so that the company cannot refuse to consider it. The following are the main reasons why MTS can satisfy a claim:

1. The quality of services does not correspond to that stated in the contract.
2. Poor connection quality.
3. A large amount of spam.
4. Connection of paid services without the client’s consent.
5. Refusal to terminate the contract.
6. Violation of client rights.
7. Complaint against employees of the organization.
8. Illegal debiting of funds from an account.
9. Internet speed does not match that stated by the operator.

Claim to MTS for a refund

MTS's claim for a refund is written in a similar way to the previous statement. Only the reason for filing the complaint should indicate that the claim is for a refund. Such paper will be relevant when an illegal write-off of funds has been made or when writing off the company writes off an amount greater than agreed upon. Such demands must be justified.

To better understand how to draw up a document, a sample will help you figure it out. A completed example can be found below.

Time limits for consideration of a formal complaint

The time frame for consideration of a complaint by Roskomnadzor, Rospotrebnadzor and other government bodies is 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 a claim is partially or completely rejected, or the deadline for responding to it is not met, you can file a claim in court.

Resolving a conflict with a company

Before complaining about MTS to the supervisory authorities, it is much easier for a subscriber to consider the possibility of a peaceful resolution of conflicts with the company itself. The operator often accommodates clients halfway. This will save time and also avoid additional hassle and bureaucratic costs.

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The client can verbally contact MTS:

1. By service number 0890. The telephone is designed to call the subscriber when he is in any region of the country.
2. To the number 88002500890. This channel is used to communicate with a service user calling the operator from a landline phone. Or from a telephone number serviced by another mobile company.
3. By dialing 84957660166. The subscriber should contact it if he is outside the country (in roaming).