Beeline is one of the leaders in providing mobile and Internet services to the population. The company is large and is used by almost a quarter Russian market. Of course, in order to maintain attractive prices, Beeline often changes the names of tariffs and launches new ones, which confuses consumers. There are frequent statements that it is generally not clear why the provider wrote off this or that amount. Cases of services not provided on time also occur quite often.
What to do if you are sure that your rights have been violated, and even for your own money? How to complain about a company?
Foundations
In other words, why would you complain. The list of fairly good reasons is not long, since Beeline is doing everything possible to reduce the flow of negative calls and maintain its reputation. However, the operator must by law accept any of your claims, as they are a service provider for a fee. As long as you pay, the law is on your side. Especially the Consumer Protection Act.
So, making a complaint makes sense in cases:
- if the operator has provided you with a low-quality service - in our case, communication
- if your phone number is blocked without warning
- if you were rude by call center employees or managers at a point of sale
- if they don’t let you switch to another operator, they refuse to terminate the contract with you and put obstacles in every possible way so that you don’t “leave”
- if you debited money that should not have been debited - you did not activate any service or were not aware of the change in the tariff
- they send you spam, call from different numbers and pretend to be Beeline employees.
One of these reasons is a good reason to think about what you are paying your money for. Accordingly, you can draw up a claim and transfer it to Beeline so that the company changes its policy or resolves an unfortunate incident.
Where to complain
There are several ways to complain to 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 to “sort it out”. Usually, addressing the culprit of your problem directly seems too unpleasant and hopeless. Because, as 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, do not discount the law that protects the rights of consumers. It says that first, in a pre-trial order, you need to try to resolve the issue with the seller of services himself- so you will have more evidence of wrongdoing, if any, on hand. And also, perhaps, your problem is solved quite quickly and all clarifications can be received within half an hour. You shouldn't discount this.
So, you can complain to Beeline:
- by calling the company hotline 8 800 700 8378 , +7 495 7972727) ;
- coming to the office (service center or head office in your city).
Before contacting, consider what exactly you want to receive from the operator, whether it is an 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, therefore, when choosing this method, first calm down and do not get excited. So more likely to succeed.
The official website accepts complaints in three ways:
- through your Personal Area in the "feedback" or "support" section;
- 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;
- form "feedback" - fill out, send, wait for an answer to the mail or a call.
Hotlines are usually 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 applications take place, as you probably 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 to the office
- register with an employee.
The last point is very mandatory, because if the employee does not put down his initials and last name on one of the copies of the complaint, it is considered to be kind of 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 knowledge of the law and, in a critical case, will be an excellent tool for litigation "from above".
If you want to complain about the rudeness of an employee, you can always use the Book of Complaints in the office itself. However, remember: a complaint is not a complaint, with its help you can only draw the attention of senior managers to the incorrect behavior of an employee or the work of a store. If you need to solve problems with accounts, money, contracts, it is better to first apply for 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 they also control their daily activities and the legislative framework. They complain to Roskomnadzor if it is revealed that Beeline provides poor-quality communication. It can be both your testimony and more thorough checks with the help of experts.
Complaints are made in free form, however, you should indicate the essence of the problem, the actions of employees to solve this problem, and attach copies of documents confirming your veracity or the fact of your problem. Good presentation leads to more competent answers from the Ministry. If you want to get an explanation or guarantee that Roskomnadzor will check Beeline, keep a friendly tone during your appeal.
Rospotrebnadzor
This organization protects your rights as a consumer and buyer. Accordingly, you can contact her to check if Beeline violates your rights - that is, any complaints about contracts, luring customers, rudeness or refusal to return funds go through Rospotrebnadzor.
Make sure that your consumer law has 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 at all.
To the prosecutor's office
You can complain to the prosecutor's office if Beeline violates your rights as a citizen. Such a claim requires a serious offense by the point of sale or by a single employee. The application is drawn up according to the model, but it is desirable to know what exactly Beeline violated - which paragraphs of the law, which civil rights.
FAS
Few people know this abbreviation, but it hides behind itself a public service that stands guard over the Antimonopoly Law. A complaint should be sent to the FAS about any fact of fraud by Beeline or its employees, since the organization is investigating economic crimes against the population. This includes complaints about financial breach of contracts between the company and service users.
Drawing up a statement and evidence is 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 apply to the court to protect your rights. At the same time, 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 court ends in your favor. However, it would be useful to enlist the support of a lawyer, witnesses and have 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 on the case. You can find a sample on the Internet - on the websites of the organizations where you are filing a complaint. A well-written complaint necessarily refers to the points of the law, so do not be too lazy to check the legislation before taking any action.
Beeline operator on the market cellular communication for more than 10 years and provides not only telephony services, but also Internet access and digital television. In order to provide consistently high-quality services throughout the country at the same time, feedback from users with comments is very important. But very often these appeals can take the form of complaints, not comments. For example, when a company exceeds its authority by imposing services that the client does not need and charges for them.
A complaint about Beeline can be submitted in several ways, which we will discuss below in the article, and company employees are obliged to respond to it by solving the problem in the shortest possible time. The activity of the provider on the territory of the Russian Federation by Rules No. 1342 on the regulation of telephony services and Federal Law No. 126 "On Communications". They contain the following rules:
- The operator has the right to connect new services only with the consent of the subscriber, having previously notified him of the tariffs and conditions (clause 5, article 44, Federal Law No. 126);
- The operator's mailing is illegal if the client does not agree to it and the agreement on its provision is not signed (Article 44.1 of the Federal Law No. 126);
- Changes to the contract must be notified 2 months before the changes (Article 45 of the Federal Law No. 126);
- secrecy of correspondence and telephone conversations it is also the direct responsibility of the operator, except when listening and viewing is permitted by court order (63 article of the Federal Law No. 126);
- About change tariff plan must notify at least 10 days in advance (clause 24 of Rules No. 1342).
Among other things, referring to the 5th paragraph of Rules No. 1342, the company does not have the right to transfer subscriber data to third parties without his written consent to this.
Everyone has the right to write a complaint to Beeline and submit an appeal if at least one of the above points is not observed. It is advisable to leave a claim to Beeline in the systematic provision of a bad connection. Employees must provide paid communication 24/7, eliminating malfunctions in the shortest possible time.
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Reasons for filing a complaint
To write a complaint to the Beeline company or to a higher structure (if the operator ignores the appeal), such grounds as:
- Claim for the quality of communication of the Beeline operator;
- Suspension or modification of the contract without notice;
- Description of money without a reason known to the subscriber;
- Prevention of termination of the contract;
- Paid subscriptions from Beeline and a claim to connect services without the consent of the user;
- Spam messages and messages from scammers;
- Rudeness, rude treatment of hotline employees, staff at points of sale, a specialized department;
- Unprofessional consulting, due to which you cannot get the details of the tariff plan, connected services, terms of the contract, and so on.
With the help of an officially filed claim to the Beeline provider and operator (see the sample document below in the article), you can demand a refund of money deducted from the account by mistake, paid for services connected without your consent, as well as for services that were not actually provided.
Where better to complain about Beeline
Thinking about where it is better to send a claim to Beeline, first of all it makes sense to visit any Beeline office. On the company's website in the "Offices and Coverage" section, you can find the points closest to you by address and see their location directly on the map online. Each specialized branch must have a Beeline complaint book, where you can write down your claim, photographing it after. The management undertakes to eliminate the violations within three days and give you an answer to the address you left, the phone number no later than within five days.
In the record of the complaint book, you must put the date of the appeal, clearly state the situation and your legal requirements, leave personal data and information for contacting you.
If the reason for the appeal concerns the financial side, the return of funds, you should file a claim with a complaint about the service and work of Beeline. Where to submit it and how to do it, we will consider further.
Call to support line
The fastest way to file a complaint is at any time to the Beeline hotline employees. Phone numbers for complaints:
- 8 800 700 0611 ;
- 0611 ;
- +7 495 797 2727 - for subscribers staying in the Beeline international roaming zone.
The call center employee, staying on the line, will check necessary information, and also advise on your further actions if it was not possible to immediately eliminate the cause of your dissatisfaction.
Through a personal account on the official website of the operator
Not faster, but more convenient to write a complaint about Beeline online - from the official website of the company, by logging into your personal account. The application is received by the support department, for which you need to go to a specialized form in the contacts section. In your personal account, when filling out an application for the support service, do not forget to fill out the feedback form. You can send a claim to Beeline through your personal account after registering one.
To get information, just click the "Ask a Question" button, which is located in the upper right corner, but in this case, the answers are sent not by a person, but by a program.
It is no less convenient to write your claim to Beeline by e-mail. Email address for claims to Beeline: [email protected]. The requirements for the text will not differ regardless of where and how you want to file a claim. Write it in a timely manner and referring to legislative acts so that Beeline cannot evade responsibility.
Through mobile applications and social networks
Modern Information Technology allow you to write your claim to the company's management even using a smartphone in a matter of minutes:
- Through the Beeline application - for this you need to first download and install the program on your mobile device, and then select the form of communication with the operator;
- Contact support on the operator's official community page in in social networks– duty officers are online almost all the time, so you won’t have to wait long for an answer.
Complain to Rospotrebnadzor or court
You have the right to file a complaint against Beeline with Rospotrebnadzor if the company itself does not respond to your claim or unlawfully refuses to satisfy the requirements. A prerequisite is that before complaining to Rospotrebnadzor, an official appeal directly to the violator is mandatory. You must have documentary evidence in your hands that you really contacted Beeline and tried to resolve the situation peacefully.
The competence of Rospotrebnadzor is control over the observance of consumer rights and supervision over the implementation of IP, legal entities, state structures of their direct obligations. But this structure becomes effective only upon the filing of a complaint, which cannot be anonymous.
You can submit an application with claims to the work and actions of Beeline in person to the territorial department, by registered mail or on the website of Rospotrebnadzor. You can also contact by phone 8 800 100 00 04
.
However, complaints related to the return of money, the recalculation of fees for services are not within the competence of Rospotrebnadzor. Such requirements may be satisfied by the court.
Complain to OZPP on Beeline
Another organization that can be sued for Beeline's actions is the Consumer Rights Protection Society (OZPP). Here you can get qualified advice on your issue and help in solving it.
Ways to apply to the OZPP:
- Sending email to the address [email protected].
- Call the hotline at +7 915 300 4182.
- By registered mail with a return notification and a list of attachments (in Moscow to the address Smolensky boulevard, 7).
However, property disputes this organization still won't solve it.
How to file a complaint
Let's consider in more detail how to make a claim to Beeline correctly. The requirements for issuing such a document remain the same regardless of the method of its submission. According to them, Beeline's claim, as an official letter, should include the following information:
- The legal name of the addressee and the sending address (even if it is electronic);
- Information about the applicant - last name, patronymic, contact details for feedback;
- Date, place of the event, full name of the employee of the company who was involved, a clear and consistent statement of the situation, what measures have already been taken;
- What documents confirm your words (they are attached to the application);
- What articles of the law and regulations were violated;
- Clear requirements in accordance with the law;
- What do you intend to do if your claim is denied (for example, go to court and demand monetary compensation for something);
- The date the document was drawn up and your personal signature (for writing on paper).
The use of obscene language, threats in a letter is a legal basis for rejecting it immediately without consideration.
Before you write a claim to your Beeline in in electronic format, please note that the email is only 2000 characters long. Therefore, it makes sense to pre-type it in text editor and correct it in such a way that it becomes as concise and to the point as possible.
The documents that you can attach to an electronic complaint can be in almost any format, but on the Rosreestr website, for example, a size limit is set - no more than 2 MB.
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Sample claim to Beeline
The sample claim below can be used in all cases, adjusting the text to suit your individual situation:
PJSC VimpelCom and VEON Ltd.
(address where the complaint is sent)
From (last name, first name, patronymic of the applicant),
residing at:
_____________________________
Nom. Phone _________________
Claim for _________________________
I have been a Beeline subscriber since 2010 under contract No. _______ (tariff "___________"). In the same year, through a specialized branch of your company at ________________________, I submitted a statement that I categorically forbid me to connect any services without my knowledge and written consent.
From March 16 to April 18, 2017, an amount of _________ rubles was debited from my personal account.
By phone 0611 in the support service, I was informed that the money had been debited for some services rendered to the account of "Content Provider 1st Alternative". I heard about this organization and their services for the first time, I did not sign an agreement with it, I did not order any services.
The money transfer action took place without my knowledge and consent, therefore it is illegal in accordance with Articles 980 and 981 of the Civil Code of the Russian Federation, and also violate Federal Law No. 121 of 06/03/2009.
In connection with the above, I require:
1 Refund the amount written off to me in the amount of __________ rubles.
2 Give me a written apology.
3 Tell me the names and positions of the employees who are guilty of the violation.
Attached to the claim:
1 A copy of the application for a ban on connection of services to me without my knowledge and consent.
"___" _______20___ (personal signature)
On the this example you can also see a sample of how to write your claim to Beeline.
You can submit a claim form to Beeline for filing with Rospotrebnadzor.
Terms of consideration of the complaint
As stated in Federal Law No. 126, the company undertakes to consider the essence of claims against Beeline within a maximum of 30 days from the date of registration of the appeal. Three days are allotted for registration. In this case, if the registration date falls before weekends, public holidays, the registration date is considered the first working date after them.
If the addressee did not give an official response within the specified period, this is a violation and gives grounds to apply further to Rosreestr, OZPP, the prosecutor's office or the court.
The law allows the extension of the period for considering a complaint for another thirty days, if the situation is complicated by any circumstances, but in any case, the applicant must be notified of this within the first thirty days.
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Do you use telephone and Internet from Beeline? Have you noticed that the service has become substandard? Do you think that you are unreasonably overpaying for communication?
Do I need to go all the way (up to filing a lawsuit) if your rights have been violated?
YesNot
In 2015, the Ministry of Telecom and Mass Communications issued a Concept that established that communications should be secure, affordable and sustainable. The goal of all operators and providers in the Russian Federation is for 80% of citizens to be satisfied with the services provided.
Who has the right to write a complaint to Beeline? In what instances to file a complaint to subscribers? To answer these questions, one should refer to the federal legislation in the field of communications and the protection of consumer rights, as well as Rules No. 1342 established by the Government of the Russian Federation.
You can complain about Beeline both to the organization itself and to government bodies. The main thing is to correctly draw up a claim and state the essence of what happened.
Responsibilities of a telecom operator
The activities of Beeline, as well as other providers in the Russian Federation, are regulated by the Federal Law "On Communications" and the Rules governing services telephone connection № 1342.
- P. 5 Art. 44 of Federal Law No. 126 says that the connection of new communication services is possible only with the consent of the subscriber. Beeline must notify the citizen in advance of the tariffs for such services, their content and cost;
- Art. 44.1 established that the distribution from the operator is illegal, if there is no consent of the citizen - a separate agreement to receive it;
- P.st. 45 determined that it is legal to change the service contract with prior notice individual 2 months before the change;
- Art. 63 consolidated the obligation to maintain the secrecy of telephone calls and correspondence. An exception is viewing and listening to correspondence by a court decision;
- Clause 24 of the Rules obliges the provider to notify users of tariff changes 10 days in advance.
In accordance with paragraph 5 of Regulation No. 1342, the company may transfer the subscriber's data to other persons only with the written consent of the subscriber.
Communication must be carried out around the clock, the provider must promptly eliminate malfunctions that prevent the use of the Internet and telephone.
Violation of these requirements (the full list of duties is enshrined in paragraph 24 of the Rules) gives citizens the right to write a claim to Beeline.
The activity of any operator, including Beeline, is regulated by the Federal Law "On Communications". Violation of it can lead to serious fines for the company.
Reasons for complaining about Beeline services
Each subscriber has the right to demand clarification from the company if:
- Debited from his account on a regular basis. cash for an unknown reason;
- Internet speed is much less than stated in the contract;
- A mailing list comes to the citizen's phone without his permission;
- There is no quality of telephone communication that allows you to communicate normally in your region (noise, interference, loss of sound);
- The account was blocked for an unknown reason;
- Were connected paid services without notifying the subscriber;
- The Internet was not connected within 3 days after the client topped up the subscriber account;
- The provider changed the tariff or service agreement without notice.
To date, the most frequent "unauthorized" debiting of money from a phone account is the so-called wap subscription. The trouble is that it is usually connected without the knowledge of the user. To do this, just click on the "doubtful" advertising or watch a video on a dubious site.
Impolite treatment, employees' refusal to solve the problem, the purchase of low-quality products in the salon also give reason to complain about Beeline.
Claim to the head office or to the Beeline website?
Initially, the user should contact the company itself. If managers refuse to help, ask for a complaint book. Beeline management is obliged to eliminate violations within 3 days and send a response to the applicant no later than 5 days. The measures taken must be recorded on the back of the application.
How to write a complaint to the complaint book:
- Set the date of the appeal to the management;
- Compose the text of legal requirements;
- Put a personal signature and fill in personal contacts for feedback.
Initially, the victim should still contact the company itself.
The refusal of the management to provide the book or its absence are grounds for applying to Rospotrebnadzor (Article 55 of the Federal Law No. 126).
Where can the subscriber complain if the Beeline office is far away or a trip for personal appeal is impossible?
- Call the hotline (8-800-700-06-11; 0611);
- Leave a request on the official website of the company (http://moskva.beeline.ru/customers/products/);
- Send an application through a special mobile app or at email box provider [email protected].
These methods are effective for solving current communication problems. To compensate for material harm, losses and moral compensation, they complain to supervisory authorities.
Institutions that control the activities of providers
Where can the subscriber complain if peaceful negotiations with the Beeline management did not lead to an improvement in the quality of communication services?
A complaint against Beeline is the basis for checking the company from the side:
- Rospotrebnadzor;
- Roskomnadzor - a service that oversees telecom operators and Internet providers;
- Regional branch of the Society for the Protection of Consumer Rights;
- Prosecutor's offices;
- Ships.
Beeline management is obliged to eliminate violations within 3 days and send a response to the applicant no later than 5 days. The main thing is to fix the fact of the transfer of the same complaint
A complaint against Beeline to Rospotrebnadzor must contain:
- Name and address of the Beeline office;
- Applicant's full initials, phone number and registration;
- Number of the contract for the provision of communication services;
- Description of violations of the contract or law by the operator;
- Links to requirements violated by the provider;
- Personal signature and date of preparation of the paper.
Write a complaint correctly, do not allow insults, threats in it. You can print the application on a computer or make an electronic appeal (a sample is on the website of the supervisory authority).
