Complain about Megafon - how to leave a complaint in different authorities

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Published: 08/30/2018

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Megafon subscribers have the right to send a complaint to the operator if they were provided with services of inadequate quality or money was written off unjustifiably. The complaint must contain a request for a refund or provision of a service.

Grounds for filing a complaint
How to file a complaint on the Megafon website
How to write a letter of claim
Deadline for responding to a complaint
If Megafon did not answer, then where to turn?

Making a complaint against the megafon operator

The company's clients have the right to write appeals to Megafon in any situation that violates the terms of the contract for the provision of communications or the laws of the Russian Federation. Typically, subscribers complain about the following problems:

Poor connection quality, regular interruptions in telephone conversations.
The write-off is disproportionate to communication costs.
Subscriptions to mailing lists and entertainment services without obtaining the client’s consent.
Changing the terms of the tariff package without agreement with the subscriber.
Transfer of personal data to a third party.
Advertising mailings or annoying content coming from the operator.
Fraudulent schemes implemented using Megafon services.
Poor quality service in offices and retail outlets.

It should be noted that sometimes the user evaluates the operator’s actions as a violation due to the fact that he is not familiar enough with the terms of the contract. Thus, in a number of cases, Megafon proves the validity of write-offs by the fact that the tariff plan implies a high price for roaming communications. This also applies to changing the service package - usually the right to transfer without notifying the client is specified in the contract, which is signed when connecting to Megafon.

If you are wondering where to complain to MegaFon regarding “theft”, incomprehensible charges or incorrect provision of services, try filing a complaint through the following channels:

By calling the help desk 0500 – oral complaints are accepted here, which are then forwarded to the relevant departments;
Through the official website of the operator - in the “Support - Contacts” section there is an item “Contact MegaFon”. Post your question in the form and provide your contact information;
The easiest way to complain about communications and tariffs at service offices is to go to the nearest one and leave a complaint.

You don’t need to think that you will receive an instant response to your request. MegaFon is a fairly large company with millions of subscribers. Therefore, it takes time to receive an answer. If the operator does find errors in the service, he will correct them.

The main rules that those who are going to complain about MegaFon must follow:

State only facts in your claims;
Don't get too personal;
Don't overuse the phrase "you must." Everything that the operator “owes” you, and what YOU owe, is specified in the contract for the provision of communication services. Also, you should not interpret the clauses of the contract in your own way or come up with stupid and meaningless gags;
Do not threaten consultants - they certainly have nothing to do with your problem.

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Now you know how to complain about MegaFon - you need to do this soberly and judiciously, without insults, loud cries, obscenities, threats and statements of the superiority of your “I”. If the problem really exists, it will be solved. If it turns out that you came up with a problem based on some prejudice that “you are owed,” then you will receive an appropriate answer.

At MegaFon you can also complain about the quality of communication - to do this you need to write a corresponding complaint. It indicates the address of the point where there is no stable connection. After receiving the complaint, technical specialists will take care of the problem - they will take measurements, check the operation of the base stations, and adjust the direction of the antennas.

If you are going to complain about MegaFon to higher authorities, you should first complain to the service office specialists. The operator must take measures to resolve the problem and give an official response. If you receive no response, try complaining again. Only if inaction is detected, you will be able to appeal to Rospotrebnadzor, Roskomnadzor or to court.

Please note that you should go through the authorities consistently, and not “jump over your head.” If you are confident that you are right, act carefully and step by step. This is the only way you can achieve justice and solve your problem.

A separate topic is also devoted to this issue. We will not talk about the types of fraud and how to protect yourself; we will limit ourselves only to where to turn when the money has already disappeared.

Calls to the Megafon 24-hour help and information center number 88005500500 are free of charge for residents of all regions of Russia and are paid by the operator.

Sverdlovsk Region (Ekaterinburg), Republic of North Ossetia-Alania (Vladikavkaz), Smolensk Region (Smolensk, Vyazma, Roslavl), Stavropol Territory (Stavropol), Tambov Region (Tambov, Michurinsk, Rasskazovo), Republic of Tatarstan (Kazan), Tver Region ( Tver, Rzhev, Vyshny Volochyok), Tomsk region (Tomsk, Seversk, Strezhevoy), Tula region (Tula, Novomoskovsk, Donskoy), Republic of Tyva (Kyzyl), Tyumen region (Tyumen), Udmurt Republic (Izhevsk, Sarapul, Votkinsk, Glazov ), Ulyanovsk Region (Ulyanovsk), Khabarovsk Territory (Khabarovsk), Republic of Khakassia (Abakan), Khanty-Mansi Autonomous Okrug - Yugra (Khanty-Mansiysk), Chelyabinsk Region (Chelyabinsk, Magnitogorsk, Zlatoust, Miass, Kopeisk), Chechen Republic (Grozny ), Chuvash Republic (Cheboksary), Chukotka Autonomous Okrug (Anadyr), Republic of Sakha (Yakutsk), Yamalo-Nenets Autonomous Okrug (Salekhard) and Yaroslavl Region (Yaroslavl).

We invite you to familiarize yourself with: Administrative claim against the actions of an official, sample

Arbitrage practice

The court is a last resort if the pre-trial procedure did not help resolve the situation. After the claim pre-trial proceedings, you can write a statement of claim to the court. Judicial practice shows that justice is always on the client’s side, if he can argue and prove the violation of his rights by the operator.

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Where to send a complaint

Complaints regarding the services provided by the operator can be sent to the following organizations:

Megaphone. Problems related to the quality of service and unjustified debiting of money from the account are best resolved directly with the company. As a rule, when it is established that the operator or specific employees are responsible, Megafon reimburses the subscriber’s expenses and takes measures to ensure that the problem does not recur.
Roskomnadzor, Rospotrebnadzor, FAS. These supervisory authorities should be involved if the violation is of an administrative or criminal nature. For example, the fact of theft of money from a subscriber’s account has been established, or changes in the tariff plan violate the antimonopoly legislation of the Russian Federation.
Prosecutor's office. Usually involved in situations where other authorities are inactive or delay in providing feedback on previous complaints. You can attach copies of messages that were sent earlier to your request. This will help speed up the process of finding those responsible and taking action to correct the problem.

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Arbitrage practice

Courts quite often take the side of Megafon subscribers when resolving disputes regarding the protection of consumer rights. Interesting examples from judicial practice include:

The plaintiff connected a tariff, according to the terms of which it was possible to make unlimited calls to Megafon subscribers for 9 rubles per day. However, after some time the SIM card was blocked, explaining that the subscriber was “calling too much.” By appeal ruling dated July 5, 2012 in case No. 33-6750, it was decided to recover compensation for moral damages and reimbursement of legal expenses from Megafon OJSC.
By decision of February 13, 2019, in case No. 2-273/2019, PJSC Megafon was awarded compensation for moral damages and a fine for unjustified debiting of funds from the account for services that were not provided.
In the absence of the subscriber's consent, the cellular operator was replaced and the service of the previously existing subscriber number was terminated. By decision of August 22, 2018, in case No. 2-1793/2018, compensation for moral damage and a consumer fine were collected.

Complaint to Rospotrebnadzor

If the operator provides low-quality services, as well as in the presence of other violations of laws, subscribers can send a complaint against MegaFon to Rospotrebnadzor.

Such a complaint must be written to the head of the authority based on the subscriber’s place of residence or addressed to the Federal Surveillance Service. Files and documents that will confirm the violation of your rights can significantly speed up the process of considering your complaint:

a copy of the complaint sent to MegaFon;
a copy of the response to the complaint you received;
a copy of the complaint filed on the company website or provided to a senior manager of the company;
copies of checks;
call printouts;
witness statements;
video, photo, audio files;
copies of bank account statements, if money was withdrawn from it to pay for communication services.

How to write a letter of claim

To file a complaint, you must indicate:

circumstances in which problems arose , for example, you transferred money to your account, but it did not arrive, or the tariff was switched without your knowledge;
a clause of the contract that was violated by the company’s employees;
your actions that you took , for example, contacting the hotline, but they did not help you;
the amount of funds that Megafon must compensate;
the time frame within which you must be given an answer , as well as pay the money.

You can also indicate that if there is no response, you will be forced to go to court and additionally collect a penalty.

The complaint will need to be accompanied by:

scan of your passport (front side turned);
scan of the contract indicating mobile communication services;
a check or payment order or screenshot of evidence of the violation;
audio transcript of a conversation with an employee;
video recording of the violation , etc.

You can also attach a document from the bank indicating the details of your current account where the money needs to be transferred, and the calculation of the penalty.

The complaint itself is drawn up in free form; the header indicating the information of the applicant and addressee does not need to be filled out - this information will already be contained in the body of the letter. An example of how to file a complaint to Megafon can be found at the link.

Once you have submitted an online complaint, you no longer need to submit a written complaint.

Contacts contacts

At the bottom of the page, click on the “Contact MegaFon” option.

Select the “Write a letter to us” option. In the window that appears, indicate:
Subject of the appeal.
Subject of the letter.
Write a claim at any speed, adhering to the norms of business correspondence, without insults or threats.
Attach a file with documents.
Enter MegaFon number.
Enter the last name, first name and patronymic of the owner of the MegaFon number.
Contact email address.
Contact number.
Indicate your name.
Confirm that the entered data is correct.
Enter the code from the picture and send a complaint.

You can complain about the work of the Megafon branch, about the quality of the services provided, or with any other complaint by calling the toll-free number: within Russia 8-800-550-05-00, from anywhere in the world (toll-free) 7926-111-05-00.

Megafon call center: 0500.

Complaint to the Prosecutor's Office

If the operator violates the rights of subscribers, they have the right to file a complaint with the Prosecutor's Office, and the complaint is filed at the subscriber's place of residence. The complaint must be drawn up taking into account all the norms for conducting official correspondence:

The header indicates the address of the government body or official to whom the complaint is addressed. The applicant indicates his full name and contact information;
in the main part it is necessary to state in detail, but without unnecessary digressions, the essence of the situation or problem that has arisen, it is worth referring to laws and regulations. The applicant's requirements are also stated here;
At the end of the complaint there is a signature and date.