How to draw up and send a claim to MTS and regulatory authorities

Grounds for filing a complaint

Here are the most common reasons for negativity from subscribers:

Complaints about the quality of communication or Internet;
Illegal debiting of funds from a personal account or discrepancy between fees for services and official tariffs;
Unlawful account blocking;
Receiving spam mailings from the provider;
Complaints about the work of call center or office employees;
Refusal to terminate a contract or other violation of consumer rights.

Reasons for writing a complaint against MTS

Law of the Russian Federation No. 26 of July 7, 2007 “On Communications” lists the rights of customers to good quality cellular communications, to receive a full description of services, and the amount of the subscription fee. In addition, the law prescribes the procedure for compensation payments to clients in connection with failure to fulfill obligations that exist between the parties to the contract.

Reasons for filing a claim:

Inadequate quality of cellular communication.
Poor connection or complete lack of Internet.
Illegal debiting of funds from a client’s account.
Receiving paid SMS newsletters.
Poor work by MTS employees, as well as call centers.
The company's reluctance to terminate a previously concluded contract.
Violation of customer rights.

Any reasons that make it difficult to use communications give the company’s client a reason to complain about MTS.

Where can I file a complaint against MTS?

To complain about a mobile operator, there are several effective ways:

Leave a request at the company’s office or specialized salon. The document must be completed in two copies. Request that the employee register the request and put on your copy the incoming number or any other mark of receipt (for example, “Received”, full name, date, time, position).
Write a complaint using the feedback form on the official website of the operator www.mts.ru.
Call the hotline: - 0890 - support service; — 8 800 250 0890 – for calls from landline and mobile other operators; — +7 495 7660166 – for calls in international roaming.
Send a notification letter to the address: 109147, Moscow, st. Marksistskaya, house 4 or the legal address specified in the contract for the provision of services.
If you encounter rudeness from an employee, note this fact in the book of complaints and suggestions.
Contact your regional Consumer Rights Protection Organization (OCPP).
Complain on the Roskomnadzor website.
Contact Rospotrebnadzor.
MTS VIP clients can write a request at the VIP service center or contact their personal manager.
In case of a serious offense, we recommend contacting the prosecutor's office or court.
“Dobrodel” is a portal created by the Government of the Moscow Region. It is an online platform whose purpose is to accumulate complaints and monitor their prompt resolution. After completing the registration procedure on www.vmeste.mosreg.ru, the subscriber can send a complaint against the MTS operator by selecting the “Communications, Internet Media” section in the “Offers” section.

Contractual relations regarding recalculation and return of funds to personal accounts are considered civil law and are regulated by the Civil Code of the Russian Federation. According to Art. 11 the protection of such rights is carried out by the court.

Application addressed to the General Director

If it is not possible to fill out electronic forms and you need to contact them directly, as well as to draw attention to the problem at a higher level, you can write a letter of complaint addressed to the General Director.

The claim must be sent by letter to the address: 109147, Moscow, st. Marksistskaya, 4 or at the address specified in the contract.

If MTS employees are inactive, refuse to solve your problem and deny the very fact of its existence, you need to send a complaint to Rospotrebnadzor.

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”.

How to write a complaint?

Complaints about MTS can be sent to regulatory authorities, for example, Rospotrebnadzor or others. The company's own technical support handles complaints independently and nullifies the complaints.

You can send a complaint to MTS via the Internet through your Personal Account via the website or application. Complaints are also accepted by e-mail, provided that the request is correctly drawn up. The form consists of several sections:

FULL NAME.
Address of the store, branch, etc.
Contact details.
Treatment category.
The essence of the complaint.

You can also leave a complaint via the hotline; in this case, prepare the contract number with the company in advance, so you will have to provide personal data and so on.

File a complaint with Roskomnadzor

The Federal Service for Supervision of Communications, Information Technologies and Mass Communications (Roskomnadzor) checks the operator’s compliance with established standards for the quality of communication services, restricting access to web resources, blocking pages or Internet connection speed. Claims regarding the quality of service, the state of the personal account, as well as any financial issues do not fall within the competence of this organization.

Registration of complaints against MTS to Roskomnadzor occurs as follows:

By sending a notification letter to the address: 109074, Moscow, Kitaygorodsky pr., 7, building 2.
By writing a request to the general email address [email protected] In this case, you must clearly indicate the reason for the request in the subject line of the letter.
Create an electronic request on the official website: - follow the link rkn.gov.ru/treatments/ask-question; — select the subject of the appeal “Provision of communication services”; — in the window that opens, enter information in the required fields (Figure 3); — attach supporting documents (if any); — enter the security code; - click the “Send” button

At your request, the response can be sent to your registration address, place of permanent residence, or to your email.

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.

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

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.

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.

Complaint consideration period

The deadlines for consideration by Roskomnadzor, Rospotrebnadzor and other government bodies are 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 the claim is partially or completely rejected, or the deadline for responding to it is not met, all that remains is to file a claim in court.

Complaint to MTS: how to write a complaint

Terrible company and inexperienced employees. On June 23, I signed up for a 36-month installment plan through an online store for a Samsung S 10+ phone. MTS bank approved everything, the payment amount and code came in an SMS, which I had to tell the MTS “specialist”. I arrive, Sochi Vorovskogo Street, time 12-20. There were no signs of trouble, I always pay attention to which specialist is serving me, the shift leader is on the badge. A nice girl offers me a discount of 10,000 rubles if I also take a Samsung Watch, naturally I agree. He goes into my application, enters everything and I receive a refusal. I'm shocked. I make another request in front of her via the Internet for an installment plan, they approve it, she accepts my application and again refuses. Then she tries to arrange an installment plan for me herself, but she can’t do it for 36 months, only 24, which doesn’t suit me. Okay, I apply again myself in front of her, they approve it, she again does something in the application and lo and behold, everything is approved along with the watch. BUT all that remains is to sign the documents and what do you think???? She can’t print them, the program says refuse the application! She called all her colleagues, no one knows the reason! Super!!! She cancels the application, the time is 15-00, I and my one-and-a-half-year-old child have been in their office all this time! What do we do next, again I fill out an application on the website and say that I need to feed the child, the application is approved again, I received an SMS, you, I say, figure it out here, we will come back and continue. I come, the time is 16-30 somewhere, they tell me, it’s about the clock!!!! You cannot enter Watches into your order!!!!!!!!!!!! Accordingly, the last application was also refused, because she again punched in the clock for me. Okay, let's skip the watch, I didn't need it, I initially only wanted a phone. It turns out she can do the application herself for 36 months, while I was having lunch she found out. Taking into account the fact that I filled out online applications to this store five times, they had all the Samsung 10+ phones in reserve, so she canceled all of mine reserve applications so that she can complete at least one herself. But alas, as I understand it, the reserve is not removed immediately, so....... she sends me to another salon!!!!! I’m going, it’s 18-00, I come, the employee knows about me. He goes into my application, sends it for review and...... refusal, comment like there is no product according to the application!!!!!! What!!!!!! That is, she canceled all my requests for a telephone reserve and again a refusal!!! This is hell! Next, the employee opens the application himself and again I am refused, the time is 19-00!!!!!!!!!!!excellent! The next day, that is, yesterday, I go with cash, I don’t care about installments, I know that the connected one has a trade deal and they give me a discount of 11,000, but again the devil pulled me to go to MTS, it’s my own fault!!!!! at Resort Avenue 75b, it’s 12 o’clock, the employees offer me a cash back of 10,000 and I rent out my Samsung Galaxy 7age phone and they also give me a discount of 10,000, that is, a total discount of 20,000 rubles. Fire ! I was happy. Further, the employees can’t make me a trade, the light doesn’t fall well, the photo doesn’t work, in short, I don’t know what they have there and how it works, in the end I say, let’s just make a cash back of 10,000, and I’ll give you my phone Then I’ll sell it myself and that’s it. Ok, they do, because I left MTS a long time ago for another operator, so I don’t have a SIM card. We apply for a SIM card and transfer me 10,000 cash back to the number *******. In front of the employee, I start making a transfer to the card. The money is blocked. The employee says that you will come home now and the money will be unlocked, apparently the SIM card is new, the time is 3 o’clock in the afternoon. Okay, I come home, the money is blocked. I called MTS, they told me to go to them again and write a claim, the Security Service blocked the money, and the claim is considered up to 30 calendar days. Go to MTS again!!!!!! My anger knows no bounds. I take the child, food, transport 28. The girl tells me I need to go through identification and maybe the money will be unlocked right away. I left my SIM card at home, so how can I find out if the money is unlocked or not? That's right, call the hotline. I call, it’s 6 pm, the guy says the money is blocked for a day, tomorrow at 13-30 it will definitely be unblocked!!!! Exactly!!!!! Today, at 14-00 I go to transfer money, the money is blocked!!!!!! I called, the girl said, you need to go to MTS again and write a claim, which is considered within 30 days!!!!!! Bl.... mts are you serious!??????? People, never, ever buy anything through this company!!!!!!!!!!!! In connection with the same thing, good specialists work and they don’t have such a disgusting attitude!!!!!! I took the iPhone in connection, I’m happy with everything, and all the promotions that were available at that time were all processed without problems! The devil pulled me to go to this MTS!!!!!! Today is the 3rd day that I spend my time on them!!!!!! They have no respect for customers, they don’t have any normal promotions!!!! Don’t even think about buying anything from them for cash, you’ll make it more expensive for yourself!!!!!!!! for those around you, I will NEVER recommend this office! Moreover, I asked the hotline to accept the complaint, I say, I can’t sit with your child every day, no! Didn't go to the meeting!!!!!!!!!!!!!!!! Ignorant employees!!! Disgusting attitude and they don’t have any good promotions, no matter what they say, in fact everything turns out differently! People, go to the messenger, don’t contact MTS and don’t repeat my mistakes!!!!!!!!!!