What do Beeline subscribers most often complain about? Bad communications, including Internet connections, expensive and unprofitable tariffs, and customer service. There are many complaints about the unauthorized change of the tariff plan to a more expensive one without notifying the subscriber. In addition, there are situations when an operator sells a low-quality product in his online store. What to do? To complain! Depending on the situation, this complaint can take the form of a simple message in an online chat, or it can be quite a serious pre-trial claim. Consider how to write a complaint to Beeline if the operator provided poor quality services or sold a defective product.

Contacting Beeline

You can apply to Beeline in different ways: leave a request on the website, write an e-mail, call the support service, write to the operators in the chat. The fastest way to get an answer is by calling an employee or typing a message in the chat. You can draw the operator's attention to your problem by leaving a comment on review sites. But the answer will have to wait for several days.

Figure 1: Company feedback and response

Leave on the official website

The Beeline website has a special form that allows you to leave a message on any topic. It is called "Electronic Assistant". This is a kind of book of complaints. To use it, proceed as follows:

Wait for an answer. Sometimes you have to wait a long time. The dialog can be saved or ended at any time by clicking the corresponding buttons at the bottom of the form.

Send Email

It is impossible to find the Beeline email address on the official website. It is not listed anywhere, not in the Contacts section or in the Help and Support section. But we still managed to find emails for requests - [email protected] and [email protected] Compose a letter, tell us about your problem and indicate your full name and phone number.

Figure 4 Discussion on VKontakte

A written request can also be made at the Beeline office. Find the nearest one on the website or dial the command * 392 # "Call", then proceed as follows:

1. Visit the office.
2. Ask the employee for an application form.
3. Fill it out, preferably 2 copies.
4. Give it to an employee and make sure it's registered.
5. Wait for an answer.

The answer comes within 2 weeks to the address indicated in the application.

Support call

Each operator's product has its own hotline:

• 8 800 700 06 11 or 0611 - all questions related to mobile communications;
• 8 800 700 00 80 - USB modems;
• 8 800 700 9966 [email protected]- home phone, internet;
• 8 800 700 5060 - "Intercity" card;
• 8-800-725-5-725 and [email protected]- on the issues of the online store.

There are also various support forums where questions of connection, switching to a tariff, and others are discussed.

Figure 5. Forum on usb-modems

But judging by the reviews, it is almost impossible to get through to the specialists.

What's the matter? Maybe this is done on purpose. It is to such reflections that the recall of a former Beeline employee pushes.

Supervisory authorities

Customers contact the regulatory authorities when it is not possible to solve the problem through the support service. An official appeal must be made out in a special way and sent in electronic and written form.

Rospotrebnadzor

If you think that your rights as a buyer are violated, and the operator does not want to peacefully solve the problem, contact Rospotrebnadzor. In doing so, consider the following points:

• the length of the appeal text cannot be more than 4 thousand characters;
• if there are several files, arrange them as an archive;
• the size of the archive and attached file cannot exceed 5 MB.

Do you use telephones and the Internet from Beeline? Have you started to notice that the service has become of poor quality? Do you think that you are unreasonably overpaying for the connection?

Do you have to go all the way (up to filing a lawsuit) if your rights have been violated?

YesNo

In 2015, the Ministry of Telecom and Mass Communications issued a Concept that established that communication should be safe, accessible and stable. The goal of all operators and providers in the Russian Federation is for 80% of citizens to be satisfied with the services they provide.

Who has the right to write a complaint to Beeline? What authorities should subscribers submit a complaint to? To answer these questions, one should refer to the federal legislation in the field of communications and protection of consumer rights, as well as the Rules No. 1342 established by the Government of the Russian Federation.

You can complain about Beeline both to the organization itself and to government agencies. The main thing is to correctly make a claim and state the essence of what happened

Obligations of the telecom operator

The activities of Beeline, like other providers in the Russian Federation, are regulated by the Federal Law "On Communications" and the Rules governing telephone services No. 1342.

1. Item 5, Art. 44 Federal Law No. 126 says that the connection of new communication services is possible only with the consent of the subscriber. Beeline must inform the citizen in advance about the tariffs for such services, their content and cost;
2. Art. 44.1 found that mailing from the operator is illegal, if there is no citizen's consent - a separate agreement for its receipt;
3. P. st. 45 determined that the change in the service contract is legal with the prior notification of the individual 2 months before the change;
4. Art. 63 consolidated the obligation to preserve the secrecy of telephone calls and correspondence. Exception - viewing and listening to correspondence by a court decision;
5. 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 can transfer the subscriber's data to other persons only with the written consent of the subscriber.

Communication should be carried out around the clock, the provider should promptly eliminate faults that impede the use of the Internet and the telephone.

Violation of these requirements (the full list of obligations is enshrined in paragraph 24 of the Rules) gives citizens the right to write a claim to Beeline.

The activities of any operator, including Beeline, are regulated by the Federal Law "On Communications". Violation of it can lead to serious fines for the company.

Reasons for a complaint about Beeline services

Each subscriber has the right to demand clarification from the company if:

• Funds are regularly debited from his account for an unknown reason;
• Internet speed is much lower than stated in the contract;
• A mailing list comes to a 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;
• Paid services were connected without notifying the subscriber;
• The Internet was not connected within 3 days after the client replenished the subscriber account;
• The provider changed the tariff or service agreement without notice.

Today, the most frequent "unauthorized" debiting of money from the phone account is the so-called wap subscription. The trouble is that they usually connect it without the user's knowledge. To do this, just click on the "questionable" ad or watch a video on a questionable site.

Impolite treatment, refusal of employees to solve the problem, purchase of low-quality products in the salon also give reason to complain about Beeline.

A 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. The Beeline management is obliged to eliminate the 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 in the complaint book:

1. Include a date for referring to the manual;
2. Write down the legal requirements;
3. Please personally sign and fill in your 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 contacting Rospotrebnadzor (Article 55 of the Federal Law No. 126).

Where to complain to the subscriber if the Beeline office is far away or a trip for a personal appeal is impossible?

• Call the hotline (8-800-700-06-11; 0611);
• Leave a request on the official website of the firm (http://moskva.beeline.ru/customers/products/);
• Send an application through a special mobile application or to the provider's email box [email protected].

These methods are effective for solving current communication problems. For compensation for material damage, losses and moral compensation, they complain to the supervisory authorities.

Instances that control the activities of providers

Where to complain to a subscriber if peace negotiations with the Beeline management did not lead to an improvement in the quality of communication services?

A complaint about Beeline is the basis for checking the company by:

1. Rospotrebnadzor;
2. Roskomnadzor - a service that oversees telecom operators and Internet providers;
3. Regional branch of the Society for the Protection of Consumer Rights;
4. The prosecutor's office;
5. Ships.

The Beeline management is obliged to eliminate the 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 should contain:

• Beeline office name and address;
• Full initials of the applicant, phone number and registration;
• Number of the contract for the provision of communication services;
• Description of violations of the contract or the law by the operator;
• Links to requirements violated by the provider;
• Personal signature and date on which the paper was drawn up.

Write your claim competently, do not allow insults or threats in it. You can print the application on a computer or compose an electronic appeal (a sample is on the website of the supervisory authority).

Beeline is one of the largest mobile operators. Cellular communications are extremely popular in the modern world. It is used by a huge mass of people, and the amounts not credited to the account are also considerable. The question arises: what do users pay for? Under any circumstances, each client has the right to use quality services, although this is not always possible. There are various problems associated with slow internet speed or intermittent network outages. Where to file a complaint against Beeline and how to write a claim to Beeline?

Reasons for filing a complaint

How to properly file complaints about Beeline and how to ensure that they respond to it in a timely manner? Everyone does not have enough time to thoroughly understand the situation. To achieve the desired result, you need to be able to correctly formulate your claim and express your thoughts using certain evidence.

1. Determining the address to which the complaint should be sent to Beeline. There are specialized sites for receiving complaints and suggestions. It is also proposed to use feedback services, file a claim against the management of this company directly, Rospotrebnadzor and Roskomnadzor.
2. In order to send a complaint prepared in printed form, you need to decide on the site and register on it.
3. Next, you need to justify and correctly state the problem situation.

Beeline's management, as a rule, carefully re-reads all claims and provides answers in a timely manner so as not to lose customers.

Correctly stated thoughts and reasonable requirements can become a reason for compensation for poor-quality services provided, as well as a reason to improve the operator's work.

The Beeline operator system has a special customer support center, which you can contact, and, accordingly, the specialists working in it will help solve the problem situation. To do this, you need to dial the phone number and the answer will come after a while. By solving the problem at this level, you can eliminate unpleasant factors, such as filing a written complaint.

It is possible that after dialing the number, the mobile network broadcasts in the voice of an answering machine, and the phrases of the programmed robot answer the questions posed as standard. Of course, this situation has a negative effect on the client's nervous system.

1. Execute a complaint request to the Beeline system. Thus, you can establish contact with the operators and find out whether the complaint reached them in Beeline. If a letter is sent, and it includes numerous requests and inquiries, then the answer will come in a fairly short time. For this purpose, an e-mail address is specially placed on the site. However, if the investigation of the violation has taken on a more global scale, then this method is unlikely to help. This form is designed for the control function of the Beeline leadership over their subordinates, including the elimination of shortcomings in their work. But if it is necessary to complain about the work of the whole company, then this method will not work.
2. You can complain and send a complaint to the company's management. For this, a complaint against Beeline must be prepared in 2 copies. It is recommended to send it by registered mail with the obligatory delivery of a notification for the reliability of receipt.

In case of incorrect answers to customer inquiries, for example, “you’re wrong,” “No. is your own fault,” and other employees of the operator violate professional ethics, which is unacceptable and requires protection of consumer rights at the law enforcement level.

How to make a claim

To competently write a complaint to Beeline or decide how to write a complaint, you need:

• in the upper right corner, write down the address of the appeal and the name of the company, full personal initials, phone number, and address by registration;
• describe the violation and make demands;
• signature, date with obligatory decoding;
• other information confirming the facts of poor-quality service.

To draw up a claim, you need to correctly and without wasting words describe all the nuances of the circumstances that confirm the violation factor. A sample application is easy to find on the Internet.

Written testimony is attached to the document. If there is spam in cellular communications, you should contact the phone number 007. This will be especially pronounced in the case when the message is highlighted, copied and sent exactly in the form in which it came. You may not be able to get rid of spam completely, but at least this sender will no longer be bothered.

You can send a complaint to Roskomnadzor, since the Beeline operator is under the control of this body. The main rule is to identify the problem and submit documents confirming the substandard nature of the services provided.

The services of Rospotrebnadzor can be used in case of antimonopoly violation of legislative acts. To do this, it should be analyzed that the subject of the complaint is a violation of consumer rights.

• contracts;
• receipts for payment of services;
• real facts testifying to violations in the communication system;
• other arguments.

If there was no response to the addressed appeals, then you should contact the courts.

To do this, it is necessary to attach an official refusal to appeal to the above documents, or indicate in the claim document that there has not yet been a response to the sent requests.

In today's review, information has been prepared on when and where a complaint against Beeline is filed. Also read about ways to protect your rights as a subscriber.

Any telecom operator, including Beeline, must provide services in accordance with the Law of 07.07.2003 No. 126-FZ "On Telecommunications". The regulation states that the operator undertakes to provide only high-quality services on the basis of a signed agreement with the client.

How to file a complaint correctly?

The claim is made in any form, but taking into account the requirements of the law. The complaint can be written with your own hand or using a computer.

The text of the appeal must comply with the norms approved by Law No. 59-FZ "On the procedure for considering appeals ....":

• it is necessary to indicate the name of the institution where the complaint is sent;
• information about the applicant (full name, address of residence, contact phone number);
• the address where the Beeline communication salon is located, as well as the name of the employee who committed the violation;
• prescribe which clauses of the agreement were violated, it is advisable to make references to laws in order to confirm that violations of the subscriber's rights have been committed;
• list the attached documents;
• date and signature.

Rude statements about the alleged perpetrators are not allowed. Supervisory authorities do not consider anonymous applications, therefore, information about the applicant must be indicated in full.

What are the terms of consideration of the appeal on the complaint?

Government agencies must adhere to the deadlines specified in Art. 12 of Law No. 59-FZ. The response to the complaint must be sent no later than 30 days from the date of the citizen's appeal. In exceptional cases, if there is no opportunity to give a reasoned answer, then the staff of the institution can extend the total review period for another 30 days.

After the claim is received by Beeline, the company's employees are required to register the appeal within one working day (Article 55 of Law No. 126-FZ). The citizen must file a complaint within six months of the discovery of the violation, and a copy of the service agreement must be attached.

If the applicant is dissatisfied with the result of the consideration of the complaint, or a negative response was received, then you can protect your rights.

The Beeline operator has been on the cellular market for over 10 years and provides not only telephony services, but also access to the Internet and digital television. In order to provide consistently high-quality services across the country at the same time, feedback from users is very important. But very often these appeals can take the form of complaints, rather than comments. For example, when a company exceeds its authority by imposing services that the client does not need and charging a fee for them.

A complaint about Beeline can be transmitted in several ways, which we will consider below in the article, and the company's employees are obliged to respond to it, solving the problem as soon as possible. The provider's activities on the territory of the Russian Federation by Regulations No. 1342 on the regulation of telephony services and Federal Law No. 126 "On Communications". They contain the following norms:

• 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);
• A change in the contract must be notified 2 months before the change (Article 45 of the Federal Law No. 126);
• Secrecy of correspondence and telephone conversations is also a direct responsibility of the operator, except for cases when it is allowed to listen and view by a court decision (Article 63 of the Federal Law No. 126);
• A change in the tariff plan must be notified at least 10 days in advance (clause 24 of Rules No. 1342).

Among other things, referring to the 5th paragraph of the Rules No. 1342, the company has no right to transfer the subscriber's 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) is made possible by such grounds as:

• Claim for the quality of communication of the Beeline operator;
• Suspension or amendment of the agreement 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 user's consent;
• 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 provider and the Beeline operator (see the sample document below in the article), you can demand a refund of money debited from the account by mistake, paid for services connected without your consent, as well as for services that were not actually provided.

Much 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 at the address and see their location directly on the map online. Each specialized department must have a Beeline complaint book, where you can write down your complaint by photographing it after. The management undertakes to eliminate the violations within three days and give you an answer to the address and phone number you left, 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 to contact you.

If the reason for the appeal concerns the financial side, the return of funds, you should file a complaint about the service and work of Beeline with the filing of a claim. Where to submit it and how to do it, we will consider further.

Calling the support line

The fastest way to file a complaint is at any time to the Beeline hotline employees. Phone numbers for receiving claims:

• 8 800 700 0611 ;
• 0611 ;
• +7 495 797 2727 - for subscribers staying in the Beeline international roaming zone.

The call center employee, while staying on the line, will check the necessary information, and will also advise on your further actions if it was not possible to eliminate the cause of your dissatisfaction immediately.

Through your 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 entering your personal account. The application goes to the support department, for which you need to go to a specialized form in the section with contacts. In your personal account, when filling out an application to 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 it.

To obtain 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 the person, but by the program.

It is no less convenient to write your claim to Beeline by e-mail. Email address for claims against Beeline: [email protected]... The text requirements will be the same no matter where and how you want to file your claim. Write it in a timely manner and referring to legislative acts so that Beeline cannot evade responsibility.

Via mobile apps and social networks

Modern information technologies allow you to write your complaint 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 the support service on the operator's official community page on social networks - the staff on duty are online almost all the time, so you don't have to wait long for a response.

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 you complain to Rospotrebnadzor, an official appeal directly to the offender is mandatory. You should have in your hands documentary proof that you really contacted Beeline and tried to resolve the situation peacefully.

The competence of Rospotrebnadzor includes control over the observance of consumer rights and supervision over the implementation of individual entrepreneurs, legal entities, and government agencies of their direct obligations. But this structure begins to operate only upon the filing of a complaint, which cannot be anonymous.

You can submit an application with complaints about Beeline's work and actions in person to the territorial department, by registered mail or on the Rospotrebnadzor website. You can also contact by phone 8 800 100 00 04 .

However, complaints that relate to the refund, recalculation of fees for services are not within the competence of Rospotrebnadzor. Such requirements can be satisfied by the court.

Complain to OZPP on Beeline

Another organization that can file a claim for Beeline's actions is the Society for the Protection of Consumer Rights (OZPP). Here you can get expert advice on your question and help in solving it.

Ways to contact OZPP:

• Sending an email to an address [email protected].
• Call the hotline by phone +7 915 300 4182.
• By registered mail with return notification and a list of investments (in Moscow to the address Smolensky Boulevard, 7).

However, this organization will not resolve property disputes anyway.

How to file a complaint correctly

Let's consider in more detail how to make a claim to Beeline correctly. The requirements for how to draw up such a document remain the same regardless of the method of its submission. According to them, the claim of the Beeline company, as an official letter, must include the following information:

• The legal name of the addressee and the shipping address (even if it is electronic);
• Applicant data - surname, patronymic, contact information 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);
• Which articles of the law and regulations have been violated;
• Clear requirements in accordance with the law;
• What do you intend to do in case of refusal to satisfy the requirements (for example, go to court and demand monetary compensation for something);
• Date of preparation of the document and your personal signature (for writing on paper).

The use of obscene expressions, threats in the letter is a legal basis to reject it immediately without consideration.

Before you write a complaint to your Beeline in electronic form, please note that the size of an email is only 2000 characters. Therefore, it makes sense to pre-type it in a text editor and correct it so that it becomes as laconic 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 (surname, name, patronymic of the applicant),

residing at:

_____________________________

Nom. Phone _________________

Claim for _________________________

I am a Beeline subscriber since 2010 under contract No. _______ (tariff "___________"). In the same year, through the specialized department of your company at ________________________, I submitted a statement that I categorically prohibit connecting any services to me 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 was debited for some services rendered to the account of "Content-Provider 1st Alternative". This was the first time I heard about this organization and their services, I did not sign a contract with it, I did not order any services.

The action with the transfer of money 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 03.06.2009.

In connection with the above, I demand:

1 Return the amount written off to me in the amount of __________ rubles.

2 Apologize in writing to me.

3 Tell me the names and titles of the employees who are guilty of the violation.

I attach to the claim:

1 A copy of the statement to prohibit the connection of services to me without my knowledge and consent.

"___" _______ 20___ year (personal signature)

In this example, you can see a sample of how to write your claim to Beeline.

A claim form against Beeline for filing with Rospotrebnadzor is possible.

Terms of consideration of a 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. The registration itself takes three days. Moreover, 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 time period, this is a violation and gives rise to further appeal 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 the applicant must in any case be notified of this within the first thirty days.

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