Beeline claims department telephone. How to write a complaint to Beeline? How to write a complaint against a provider - a real-life example

Today it is almost impossible to imagine your life without cell phone and the Internet, which allow people to remain mobile everywhere and always, at any time of the day, regardless of location. One of the companies providing such universal accessibility is Beeline.

However, often, as in any system, in mobile communications failures occur: sudden call interruptions, unavailability, extraneous noise, interference, etc. Users perceive this as an indicator of poor-quality service provided and the company’s work cellular communication Numerous complaints are being received.

In this article we will answer the following questions: what can serve legal basis to file a complaint against Beeline? where and how should I apply? How to properly file a claim? How long will it take to review and verify a submitted application? Read on.

Reasons for filing

The basis for filing a claim against the Beeline cellular communication company may be one of the following:

• Poor quality of cellular connections and video communications;
• Unreasonable write-off Money from the subscriber's account;
• Illegal and unreasonable blocking of a subscriber's communication;
• Endless advertising SMS notifications from the mobile operator;
• Incompetent customer service in Beeline offices;
• Poor customer service from service employees technical support;
• Unflattering communication with clients by call center workers ( hotline);
• Imposing unnecessary things on the client additional services communications;
• Connecting additional communication services without the client’s knowledge;
• The operator’s refusal to terminate the contract for the provision of services;
• Other manifestations of consumer rights violations

Read about how and where to file a complaint in the next section.

Institutions of appeal, procedure

Absolutely any client mobile operator Beeline has the right to file a complaint about the quality of the services provided by contacting the head office (or branch) of the company.

At the same time, the essence of the claim is drawn up in writing, in the format of two copies, one of which remains in the hands of the applicant, and the second is sent for consideration by an authorized employee of the company.

A subscriber can complain to Beeline in one of the following ways:

• compose an electronic appeal and send it to the address Email indicated on the official portal of the company;
• voice the essence of the complaint orally by calling the hotline number listed on the Beeline website.

In addition to contacting the company itself, dissatisfied customers can complain about Beeline to one of the following authorities:

• Rospotrebnadzor;
• Society for the Protection of Consumer Rights;
• Prosecutor's Office;
• Judicial authority.

Let's consider the procedure for contacting each of the listed authorities separately.

How to complain to the company itself?

The procedure for filing a complaint depends on the chosen method that the dissatisfied client prefers. So:

• When drawing up an electronic complaint, the subscriber will need to draw up an electronic complaint (using a sample of filling out a standard document form), and then send it to the following address: [email protected] ;
• Having chosen the oral form of submitting a claim to the Beeline company, you will need to call one of the following reference numbers — 0611 or 8 800 700 0611;
• An online complaint is made directly on the official Beeline portal. To do this you will need home page find the “Ask a question” subsection, then find the “Feedback” tab and select “Communication quality” in it. An application form will appear in a pop-up window that needs to be filled out. Having described the essence of filing a claim, all that remains is to send a message by clicking on the “Send” button.

Contact Rospotrebnadzor

Long-distance connection

Well, oh, how I didn’t want to, but Beeline’s consultants simply motivated me to file complaints with all kinds of authorities against the cellular operator operating under the Beeline brand in the Tver and Moscow regions. I'll start with the book, let's go!

Good day!
This week, with the assistance of consultants, I changed my tariff plan.
Until September 23, my subscriber number +7 909 271 91 67 was serviced by an operator under the Beeline brand according to the “All Two” tariff plan. I purchased this SIM card with this number at one time in the city of Torzhok, Tver region. But since I often travel outside the Tver region, and most often in Moscow and the Moscow region, with this in mind, again, after consulting a salesperson in the operator’s showroom, I chose the “All two” tariff plan. After the abolition of roaming within the country, the operator has a new tariff line. And I thought, perhaps with changes in the rules in the market for the provision of cellular communication services, Beeline’s pricing policy has changed towards a decrease in the use of SIM cards outside the home region. And with this question, through my account on the social network “Odnoklassniki”, I turned to Beeline consultants. The consultants explained to me that my tariff plan has been archived since March 2018 and what I can choose for myself new tariff from the current line. I was recommended the “Everything2” tariff plan. On the same conditions only with the exception of Crimea and Sevastopol. Moreover, with the transition to the new tariff “All 2”, the daily payment for services will be 21.67 rubles, which is cheaper than the previous “All 2”. Previously it was 22 rubles. At the same time, they assured me that, as before, there was no need to connect any additional options, since everything was already included and I would be able to use cellular services the same way as before.
I was interested in this, and I through mobile app I looked at the tariff line. Tariffs in the current “Everything” line were distinguished by monthly packages of minutes, SMS and gigabytes of Internet access within the framework of a certain subscription fee of different payment amounts. I calculated that I spend approximately 4 hours of conversation on calls, 250-300 SMS messages and 10 gigabytes of Internet traffic. The tariff plan from the current “Everything1” line was suitable for these expenses, where for 13 rubles 33 kopecks per day I would be provided with 300 minutes of voice communication, 300 SMS messages and 12 gigabytes of Internet traffic per month.
Using the mobile application on my smartphone, I change the tariff. Payment in the amount of the daily subscription fee was deducted from the balance for changing the tariff. After a day of using the tariff, I discovered that in addition to the daily subscription fee, money for roaming was deducted from the balance, I go to the mobile application and look at the details and it says that 5 rubles are also debited for each SMS message.
After which I again begin to communicate with Beeline consultants through the social network. “Odnoklassniki” and ask the question why they charge me 5 rubles for each SMS message. It should be noted that I sent SMS messages to the subscriber number of a Beeline SIM card, which was also purchased in the city of Torzhok, Tver Region. Beeline consultants told me that since I am in the Moscow region, these SMS messages are not included in the monthly tariff package and are charged as long-distance. I counter with this answer, because my SIM card and the number to which I sent SMS messages were purchased in one city in the Tver region and how they suddenly became intercity. To this objection they explained to me that I am in the Moscow region, not in home region and therefore these numbers are intercity numbers for each other. To which I again objected, but in Russia the concept of roaming has been abolished and what difference does it make in my physical location whether it is the Moscow region or the Tver region.
And this is what the Beeline operator, represented by a consultant, answered me, and I quote: “Because funds are required to maintain the network. When sending SMS, as well as making calls to another region, more equipment is used than when communicating within one region."
That is, in fact, for the abolition of roaming in the country, in order to compensate for lost profits, subscribers are now charged for the so-called “long-distance” communication. This is even more expensive than it was under roaming conditions in the country.
I asked why, then they didn’t charge me at the previous “All two” tariff. They told me that the tariff plan was different and with different conditions. And before that, consultants assured me otherwise. That without any financial losses I will be able to use cellular services as before after switching to a new tariff.
They asked me to return my number to the previous tariff, since I could not do this physically through the mobile application or through the website. They told me that they couldn’t transport me at the previous rate, since it was in the archives. Then the consultant initiated application No. 2173821615 in response to my request.
Through certain time I received a call regarding this request from the number +7 9033285353, they said that they were calling from Beeline based on my request and that due to the loss of time, a transfer to the previous tariff was technically impossible, since it was in the archive. And they confirmed that all tariffs of the current line charge for “long-distance” messages and calls.
In this regard, please explain to me and evaluate the concept of “long-distance” messages and calls in the absence of roaming in the country, provided that the subscriber’s SIM card was purchased in the Tver region, and is used in the Moscow region for calls and sending messages to numbers in the Tver region of the same operator?
I also ask you to transfer me to the previous tariff plan “Everything 2”, according to which my SIM was serviced until September 23, or to the current tariff line“Everything is mine” include so-called “long-distance” calls and SMS messages in the monthly package as part of the subscription fee.
And also restore my balance by returning the written-off payment for “long-distance” calls and SMS messages from September 23 to the present.
Sincerely,
Askar Sharipov

Grounds

The basis for filing a claim against the Beeline cellular communication company may be one of the following:

• Poor quality of cellular connections and video communications;
• Unreasonable debiting of funds from the subscriber's account;
• Illegal and unreasonable blocking of a subscriber's communication;
• Endless advertising SMS notifications from the mobile operator;
• Incompetent customer service in Beeline offices;
• Poor quality customer service from technical support staff;
• Unflattering communication with clients by call center (hotline) workers;
• Imposing additional communication services unnecessary on the client;
• Connecting additional communication services without the client’s knowledge;
• The operator’s refusal to terminate the contract for the provision of services;
• Other manifestations of consumer rights violations

Read about how and where to file a complaint in the next section.

When the connection is lost, there is no reception, or the Internet does not work, subscribers often perceive this as the provision of low-quality services. Problems often arise due to trivial breakdowns, accidents of various kinds (computer failure, breakdown of parts). Common reasons:

1. Work of company employees (online consultants, operators, office and sales employees).
2. Signal strength (low or absent).
3. Quality of related services.

You can send a request different methods. For example, in the form of a letter by email, through a telephone operator. You need to know where to complain about Beeline and how to make a statement. The compelling reasons for a claim are:

• bad signal mobile communications and Internet than stated by tariff plan;
• illegal distribution of client money;
• unlawful “freezing” of a subscriber’s account;
• annoying or unknown mailings - spam;
• low service and maintenance at points of sale;
• incorrect work of the technical support service;
• rudeness, rudeness of operators and other company employees;
• failure to comply with a request to terminate the contract for the provision of communication services;
• other violations of legal norms.

Cases in which you should file a complaint

A complaint is prepared and sent using several methods. To do this, the subscriber contacts email address, submits an oral statement over the telephone, visits the company in person, or files a claim in court.

Beeline considers the following complaints:

• on communication quality;
• complaint against a scammer. If money was debited illegally;
• in case of unreasoned blocking of a personal account;
• to spam and imposition of expensive services;
• complaint about service when contacting one of the Beeline offices;
• the helplessness of the support service;
• against a call center or office employee in case of disrespectful communication;
• refusal to request to terminate the contract or provision of services;
• if the client’s rights established by law are violated.

If a user encounters one or more reasons for requests, he thinks that the service provided is not worth the money that is regularly paid. Therefore, a company that cares about its reputation promptly responds to incoming complaints to correct its policies or resolve negative incidents.

Even children now use cellular communication services. But not always the subscriber mobile network I am pleased with the quality of this connection.

Dear readers! The article talks about standard methods solutions to legal issues, but each case is individual. If you want to know how solve exactly your problem- contact a consultant:

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How to competently file a complaint with Beeline if the operator provides its services poorly.

Main concepts

Beeline – largest operator cellular communications in Russia.

It serves both citizens and businesses. Each user pays quite hefty bills every month.

What do subscribers of this mobile operator have to pay for:

1. For the connection itself.
2. For the Internet.
3. For various subscriptions.
4. Other services that are included in the individual package.

But the quality of the services provided is not always good. If the subscriber is not satisfied with something, he has the right to complain about of this operator. If there are several ways to do this.

Legislative norms

Since Beeline is a cellular operator, its activities are regulated by Federal Law No. 126-FZ “On Communications” dated July 7, 2003, as well as Rules No. 1342.

The complaint must be submitted in accordance with the rules of business etiquette, and also contain information that is usually indicated in statements of claim.

Therefore, when drawing up a claim, you must adhere to the provisions of Art. 130-131 Code of Civil Procedure of the Russian Federation.
A complaint from a citizen must be considered within the time frame established by Federal Law No. 59-FZ of May 2, 2006 “On the procedure for considering citizens’ appeals in the Russian Federation.”

In what cases can you apply?

The most “in demand” items of complaint:

• disgusting quality of mobile communications;
• Technical support staff show indifference to users;
• tariff discrepancy;
• low Internet speed, constant crashes and crashes;
• SPAM both on the Internet and in SMS messages.

In order for a claim to be accepted for consideration immediately and without “submissions,” it is necessary to draw it up correctly and back up your words with documents or testimony of witnesses.

Video: Beeline complaints

Complaint to Beeline

This department deals with issues related to communication quality. That is, you cannot complain about the actions or inactions of office employees.

Important! You need to correctly write a complaint about the quality of Beeline communication and attach all the documents the applicant has. This is necessary for the complaint to be considered as quickly as possible.

To the regional OPP

OZZP is a public organization that deals with issues related to violated consumer rights.

Since Beeline provides a certain service to its subscribers, each subscriber is a consumer of this service, so he can file a complaint with the OPP.

You can complain:

To court

If none of the above methods of filing a complaint against Beeline yielded results, and the subscriber is confident that he is right, then he can file a claim in court. It must be drawn up in accordance with the provisions of Art. 130-31 Code of Civil Procedure of the Russian Federation.

All documents available to the plaintiff must be attached to the claim, including responses from all authorities to which he previously wrote complaints.

When filing a claim, you must also pay a state fee.

In order for the court to accept a statement of claim for consideration, it must be correctly drawn up. Otherwise, the claim will not be accepted for consideration or left without progress.

How to write correctly

There is no unified complaint form; it must comply with the following rules:

• Russian language;
• business etiquette;
• business correspondence.

In order for a complaint to be accepted for consideration, it must be drawn up as follows and contain the following information:

A complaint to any regulatory authority must be signed by the applicant or his representative. Anonymous complaints from the public are not considered.

Terms of consideration

According to Law No. 59-FZ, written requests from the public must be considered within 30 days after their submission.

The response to the appeal is given in writing and sent to the applicant at the address indicated by him.

The date of acceptance of the document for consideration is:

If this does not happen, then he has the right to write a complaint to a higher authority.

Beeline is one of the leaders in providing mobile and Internet services to the population. The company is large and almost a quarter of the Russian market uses it. Of course, to maintain attractive prices, Beeline often changes the names of tariffs and launches new ones, which confuses consumers. There are often statements that it is generally unclear why the provider wrote off this or that amount. Cases of services not provided on time also arise quite often.

What to do if you are sure that your rights have been violated, and even at your own expense? How to complain about a company?

Grounds

In other words, why you might complain. The list of fairly compelling reasons is small, since Beeline is doing everything possible to reduce the flow of negative requests and maintain its reputation. However, the operator is required by law to accept any of your claims as they are the service provider for a fee. As long as you pay, the law is on your side. Especially the law “On Protection of Consumer Rights”.

So, It makes sense to file a complaint in cases:

• if the operator provides you with a low-quality service - in our case, communication
• if your phone number is blocked without any warning
• if you are rude to call center employees or managers at a retail outlet
• if they don’t let you switch to another operator, they refuse to terminate the contract with you and put up obstacles in every possible way so that you don’t “leave”
• if money was written off that should not have been written off - you did not activate any service or were not aware of the change in the tariff
• they send you spam, they call you from different numbers and introduce themselves as Beeline employees.

One of these reasons is a good reason to think about what you're paying your money for. Accordingly, you can file a complaint and submit it to Beeline so that the company changes its policy or resolves the unfortunate incident.

Where to complain

There are several ways to complain about Beeline. Below we will look at each of them.

To the organization itself

It is logical that you need to go to Beeline itself, no matter how much you would like to immediately run to higher authorities so that “they will sort it out there.” Usually, going directly to the culprit of your problem seems too unpleasant and futile. Because, since your rights have already been violated, there is no guarantee that they will not violate it again, or, even worse, they will declare you guilty.

However, the law protecting consumer rights should not be discounted. It says that first, in pre-trial order, you need to try to resolve the issue with the service seller himself- this way you will have more evidence of illegal actions on hand, if any arise. And also, perhaps, your problem is solved quite quickly and all clarifications can be received within half an hour. Don't discount this.

So, you can complain to Beeline:

• by calling the company's hotline( 8 800 700 8378 , +7 495 7972727) ;
• by coming to the office (service center or head office in your city).

Before contacting, consider what exactly you want to receive from the operator, be it immediate termination of the contract or the return of your illegally debited funds.

Hotline conversations are most often recorded and you should be warned about this, so when choosing this method, first calm down and don’t get excited. This way you have a greater chance of success.

The official website accepts complaints in three options:

• through your Personal Area In chapter " Feedback" or "support";
• using a robot that works on the “ask a question” button - if you complain, it will redirect you to the operator responsible for solving your problem;
• “feedback” form - fill out, send, wait for a response by email or call.

Hotlines are typically used when a problem needs to be resolved quickly. By calling the number listed on the Beeline website, you can speak directly with a company representative who will accept your complaint or request for a solution to the problem.

In specialized service centers you will also meet managers face to face. This is where most filings take place, as you will likely want to have written confirmation that your case is being considered. To file a complaint at the office, you need:

• make it in two copies;
• bring it to the office;
• register with an employee.

The last point is very mandatory, because if the employee does not put his initials and surname on one of the copies of the complaint, it is considered to be not filed. It will be impossible to prove that you complained at all - so be sure to demand such a mark. This will emphasize your awareness of the law and, in critical cases, will be an excellent help for proceedings “from above.”

If you want to complain about an employee’s rudeness, you can always use the Complaint Book in the office itself. However, remember: a complaint is not a claim; with its help you can only draw the attention of senior managers to the inappropriate behavior of an employee or the work of the store. If you need to solve problems with bills, money, contracts, it is better to first seek a solution to the problem itself, and in case of refusal, write in the Book of Complaints.

Roskomnadzor

All telecom operators are accountable to the Ministry of Communications - Roskomnadzor - and it also controls their daily activities and the legislative framework. They complain to Roskomnadzor if it is discovered that Beeline provides low-quality communications. This can be either your testimony or more thorough checks with the help of experts.

The complaint is drawn up in free form, however, you should indicate the essence of the problem, the actions of employees to solve this problem, and also attach copies of documents confirming your veracity or the fact of your problem. Competent presentation leads to more competent responses from the Ministry. If you want clarification or guarantees that Roskomnadzor will check Beeline, use a friendly tone when you contact.

Rospotrebnadzor

This organization protects your rights as a consumer and buyer. Accordingly, you can contact her to check whether Beeline is not violating your rights - that is, any complaints about contracts, poaching customers, rudeness or refusals to return funds go through Rospotrebnadzor.

Make sure that your consumer rights have been violated before going to Rospotrebnadzor, because it only checks compliance with the law.

In other cases, the organization may refuse to consider your application altogether.

To the prosecutor's office

You can complain to the prosecutor's office if Beeline violates your rights as a citizen. For such a statement, a serious violation of the point of sale or an individual employee is necessary. The application is drawn up according to the sample, but it is advisable to know what exactly Beeline violated - which points of the law, which civil rights.

FAS

Few people know this abbreviation, but it hides behind it a public service that guards the Antimonopoly Law. A complaint should be sent to the FAS about any fraud on the part of Beeline or its employees, since the organization investigates economic crimes against the population. This includes complaints about financial violations of contracts between the company and consumers of services.

The application and evidence are provided by you in the same way as in the case of complaints to other authorities.

Court

The last and most serious measure, used only in rare cases. If none of the above organizations can help or answer you, you have the right to seek protection of your rights in court. In this case, after filing a claim, proceedings will begin with the involvement of all of the above organizations, if the problem so requires.

Beeline will have to pay legal costs if the trial ends in your favor. However, it would be useful to enlist the support of a lawyer, witnesses and have in hand refusals or other documents from the Prosecutor's Office, Roskomnadzor, FAS or Rospotrebnadzor.

Sample

A complaint against Beeline is drawn up in free form, indicating all relevant information about the case. You can find a sample on the Internet - on the websites of the organizations where you are filing a complaint. A well-drafted complaint must refer to provisions of the law, so do not be lazy to check the legislation before taking any action.