Rostelecom refund. Indebtedness for rendered services

Today I will tell a situation that thousands of people face. Namely, speaking in the slang of sellers “upselling” or, in our opinion, “pushing in” (imposing) services and accessories that we don’t need. And also we will analyze how to return money for an unnecessary purchase.

I will describe the situation on a personal basis, because. I did everything myself and decided to share my experience. We will consider the well-known OJSC Rostelecom. I think many people know that this organization, in addition to providing communication and television services, sells digital equipment and accessories. Moreover, having a contract, for example, for the Internet, you can buy a phone without paying a penny. The invoice for the purchased device will be added to your monthly payments. Thus, a kind of installment plan is obtained. And interest-free installments! And it's pretty convenient! Take, for example, a laptop, and pay for it as for the Internet. True, the amount will increase slightly, but it's not scary.

But there are pitfalls in this scheme. Especially they concern phones. The bottom line is that when buying a phone in installments, they impose a SIM card on you. And not anyhow, but with subscription fee. As a result, Rostelecom wins by losing on the installment price.

But, we will help you get your money back. To do this, you need a phone with the ability to record calls, video (now this is not a problem!); pen-paper (computer-printer); and some patience and perseverance.

So, let's go buy (take in installments) a phone. Before entering the store, we turn on the video recording. After choosing a model, ask to arrange it for you in installments with a link to your personal account (PM). You will be told that the purchase is possible only with a SIM card. Make it clear you don't need a SIM card. Also argue that this is the imposition of goods / services on the buyer, which is directly contrary to the law. If the seller does not give in to you, say what you think and leave the store. Outside the store, call the support service and ask if the purchase of a SIM card is required. Also justify this moment with illegality. If you were told that you can do it without a SIM card, great. You can provide this record to the seller. If they still say that it is obligatory to buy a SIM card, do not provide the record to the seller. This will complicate the task a little, but only a little. Turn on the video again and go to the store. Again, ask to give you a phone in installments. Persistently refuse the SIM card. If necessary, demonstrate the recording with the operator. If you have not achieved the desired effect, buy a phone with a SIM card and also insistently and stubbornly ask DO NOT ACTIVATE it! But, most likely, they will activate it for you on their own. And this will be another plus in your direction! They will again violate the law, namely damage to someone else's property (the SIM card is already issued to you and is your property!), As well as forgery of agreement with the rules for the provision of services (after all, by activating the SIM card you automatically confirm this consent).

Well. Phone and SIM card purchased, next steps. Immediately from the store (or during the same day), THIS IS IMPORTANT (!), Go to Rospotrebnadzor and tell them the story. Most likely you will be asked to write a claim to the addresses of the head office of the company. They will give advice on how to do it legally. I'll post my version (which I sent and have already returned my money). Go home and write a claim to all office addresses (I got 4 copies: to the head office, regional, local, and sales office). And on the same day (!) You send letters in a registered variant via mail (you can simply take it to the local office where you bought the phone. Do not forget to record the fact of transmission on video.). Also on the same day, call the support service again and also leave them a claim. In all claims, be sure to indicate "Give me a telephone and written answer ...". Here the claims are written, it remains only to wait for you to be contacted. And they will definitely get in touch! And further actions will depend on their response. For example, they called me and said that the required amount would be returned to my personal account by the method of recalculation. This option is also not legal (you paid for the SIM card in cash. You should return it the same way!). But I was satisfied with this option and I agreed. If you do not agree, you can contact Rospotrebnadzor again. And then completely different authorities will take over them (and they (Rostelecom) are unlikely to want this).

On this, in general, that's all. The money was returned to me a month later (well, that's understandable ... mail, consideration, etc., etc.).

Recording a conversation with an operator Rostelecom

Dictaphone recording of a conversation with the seller

The Moscow branch of OJSC Rostelecom notes the increasing cases of incorrect payment Money through ATMs, terminals and other payment systems. The total amount of funds returned by the Moscow branch of Rostelecom since the beginning of the year exceeded 3.5 million rubles. At the same time, many clients credit amounts that are 100 times higher than those indicated on the receipt due to their own carelessness.
The point is that when paying non-cash payment in some ATMs and bill payment terminals, the columns for rubles and kopecks are on different lines, in other cases, it is necessary to put a comma between rubles and kopecks. Clients often do not pay attention to this and enter the entire amount, including kopecks, only in the ruble line, forgetting about the comma. Thus, customers enter amounts that are exactly 100 times higher than those indicated on the receipt. So, for example, wanting to pay 120 rubles 34 kopecks, the client enters the numbers 12034 and it is this amount that is debited from his bank account.
The record for the amount of payment of an incorrect payment belongs to a Muscovite who, through carelessness, paid 198,000 rubles instead of 1980 rubles. The entire amount was returned to him upon presentation of the receipt.
Recently a case has been registered where a client made a mistake twice. First, instead of 120 rubles, the subscriber paid 12,000 rubles, and then again, but already 120,000 rubles. The total refund amounted to 132,000 rubles.
Some users continue to confuse telecom operators and, instead of paying the bills of other operators, transfer money to Rostelecom. Of the total number of requests for a refund, more than 80 percent of subscribers wanted to pay for the services of the Moscow City Telephone Network (MGTS), but when paying, they mistakenly chose Rostelecom at an ATM or at a payment terminal. Such an error is not detected by the subscriber immediately, but only when the telecom operator, to whom the payment was intended, but to whose account the money was never received, legally begins to regularly remind the subscriber of the need to pay off the debt or turns off the phone. It is at this moment that the subscriber begins to become interested and remember where the money that he transferred to pay off the debt went. Some find their money in Rostelecom, while others mistakenly believe that they entered the wrong phone number and gave it to an unknown citizen. Thus, subscribers do not realize that their money goes to their own phone numbers, but they can only be spent on international and long-distance phone calls, or return it back by submitting an appropriate application and presenting a passport.
To avoid paperwork and unnecessary appeals from citizens, the Moscow branch of Rostelecom encourages customers to pay bills more carefully and choose the operator indicated on the receipt.
The Moscow branch of Rostelecom OJSC notes that in order to return your money, you must contact the nearest Rostelecom Customer Service Center in Moscow and apply for a refund, attach a payment receipt to the application or account statement, where the data are indicated wrong payment. It will take from 5 days to two months from the moment of submitting the application to receiving the money upon presentation of all the necessary documentation. Such terms are associated with the need to conduct an audit and obtain confirmation of the operation from the bank.
The Moscow branch of Rostelecom notes the possibility to pay its bills for international and long-distance calls through the website of Rostelecom (

There are situations when the termination of the contract causes serious difficulties for Rostelecom customers, sometimes leading to disappointments and scandals. To prevent this, Rostelecom customers should know how to refuse Rostelecom equipment, how to terminate the contract and return the equipment back to the company.

Reasons for termination of contracts and return of equipment

Exists whole line reasons pushing subscribers to refuse provider services and return equipment to him:

• poor quality services;
• insufficient internet speed;
• not satisfied with the billing;
• frequent problems, the solution of which takes a long time;
• lucrative offers emerged.

Not every subscriber knows how to abandon Rostelecom equipment to get your money back. You need to understand that with the help of the Internet this will not be possible. To refuse further use of the services, you will have to go to the office.

Algorithm of actions how to terminate the contract

If you no longer need the services of the company, first of all, you should prepare the required documents:

• existing copy of the contract;
• the device itself;
• act of acceptance / transfer of equipment;
• Your passport.

After making sure that there is no payment, you need to inform the company representative about the termination of using its services.

The most common problems or how to abandon Rostelecom equipment

It is clear that the shutdown procedure has a lot of pitfalls, on which it is easy for an ignorant person to stumble.

Indebtedness for rendered services

Such problems arise mainly when, when moving, they forgot or did not know how to terminate equipment installment plan with Rostelecom. Customers who do not use the provider's services are perplexed by the amount of growing debt. This is due to the fact that, despite the disconnection of the service, the subscription fee is constantly growing. From this it follows that the timely termination of the contract will save you from fines and overpayments, and, accordingly, stressful situations.

Debt for the use of equipment

When terminating the contract, it is necessary to immediately hand over the leased equipment, if this does not require its dismantling. Otherwise, charge rent will continue despite the fact that you have opted out of services. This can lead to the formation of debt.

Return of equipment to the provider

Many users do not know how to return equipment to Rostelecom and get your money back. If for some reason the manager refused to pick up the equipment and return the money to you, you can safely write a statement in which you must specify:

• the reason for the appeal;
• the essence of the requirements;
• result of communication with the manager.

The main thing is not to forget to pick up a copy of the document, in which there is a mark that it was accepted for consideration. Having received the answer, you can make a decision based on it.

Most often, if the set-top box has no defects or damage, there are checks and original packaging, the issue of returning the equipment is decided in favor of the client.

Figure 3).

As evidenced by the reviews, the timing of consideration of citizens' appeals is not regulated and waiting for a response may be delayed in time.

Where to complain about Rostelecom?

• When making a claim, re-read the contract for the provision of communication services with the company. Check which clauses of the contract were violated by the service provider;
• Remember that a claim is business document, not tolerant of emotional statements. The applicant must clearly build the appeal and, if necessary, accompany it with the norms of the law;
• When stating in a claim that serious violations were committed by the company, take care to provide evidence confirming the fact of these violations;
• Realizing that the company is taking time to consider your complaint, start contacting higher authorities;
• It is recommended that the claim be drawn up according to the model, because in this way the applicant excludes the possibility of missing important points which must be specified.

Complaint, claim against Rostelecom

• Contacting territorial administration Roskomnadzor with two copies of the claim, one of which remains with the applicant with the date of acceptance and the signature of the secretary stamped on it;
• Forming an appeal on the official website of Roskomnadzor.

How to complain about Rostelecom via the Internet? In order to file a complaint against the company without leaving your home, you need to go to the Roskomnadzor website and make an electronic appeal.

raa law

Subscribers of the company can submit such complaints only for the purpose of creating a public outcry, while in order to receive an official response, it is necessary to file a claim to the legal or electronic address of the company. Roskomnadzor According to Articles 4, 6, 18 of the Federal Law "On Protection of Consumer Rights", the telecom operator is obliged to provide quality services and carry out repairs in case of malfunctions. If the provider does not fulfill its obligations, the subscriber has the right to complain about his actions to Roskomnadzor.
Write a complaint about the Internet provider in Federal Service on supervision in the field of communications, information technologies and mass communications in several ways:

1. Fill out an application in writing and submit it in person or send it by letter with an inventory and return receipt to the address: 109074, St.

Where to write a complaint about Rostelecom?

How to write a complaint to Roskomnadzor? Roskomnadzor oversees organizations responsible for providing telecommunications, information technology and communications. In the event that Rostelecom did not respond to the applicant's claim in any way and the quality of services still leaves much to be desired, you should contact Roskomnadzor. You can notify the Roskomnadzor authorities about the provision of low-quality services as follows:

• By sending registered letter with notification of delivery to the head office of Roskomnadzor at the address:
  Moscow, Kitaygorodsky proezd, 7, building

Refund for communication services

You can contact the CPS in one of the following ways:

1. Deliver personally or send by letter with acknowledgment of receipt to the address: Vadkovsky lane, building 18, building 5 and 7, Moscow, 127994.
2. Fill out the online application form by going to http://petition.rospotrebnadzor.ru/petition/. There are 2 options for filing an appeal - with registration in the ESIA and without it.

Citizens' applications are considered in accordance with the Federal Law of May 2, 2006 No. 59-FZ "On the Procedure for Considering Citizens' Applications Russian Federation».
Prosecutor's Office According to federal law"On the Prosecutor's Office of the Russian Federation" dated January 17, 1992 No. 2202-1, every citizen has the right to apply to the prosecutor's office to stop the illegal actions of others and exercise their infringed rights.

How to refuse and return equipment to Rostelecom?