How to write a complaint to Beeline if your home Internet or connection is not working or due to poor service?

Cellular communication is an important part of life. Over the past 20 years, phones have become a must for every person. Ensuring a stable connection - the task of cellular phones belongs to the VimpelCom brand and has been operating since 1993, remaining one of the most reliable organizations.

Unfortunately, problems and interruptions occur in any system, and users need to submit a complaint. There are several main methods, each of which depends on the primary basis for the appeal.

When is it appropriate to complain?

Reasonable and constructive appeals are considered faster. If the statement is presented in a rude, obscene form, without facts, then it will not be taken into account.

What you can complain about:

1. Systematically poor connection quality.
2. Internet connection is intermittent or unavailable.
3. Unauthorized withdrawal of money.
4. Blocking an account without permission.
5. Lots of spam in messages.
6. Incompetence of the seller in the Beeline store.
7. Rude and illiterate online consultant.
8. Refusal to terminate the service contract at the initiative of the subscriber.
9. Violation of the confidentiality of SMS correspondence, wiretapping of conversations without a court order.
10. Inconsistent connection of services.
11. Actions of scammers.

Through your personal account on the operator’s official website

If you do not want to wait for a response from the hotline operator or are not sure that your complaint will be recorded in full, send a complaint via the Internet. The easiest way to do this is using the Personal Account functionality.

How to write a complaint to Beeline via Personal Account:

1. Follow the link https://beeline.ru/.
2. Click on the “Personal Account” button.
3. Please login.
4. Go to the "Contacts" section.
5. Fill out the feedback form.

The text must indicate:

• FULL NAME;
• contact information;
• convenient way of communication;
• essence of the claim;
• the date and time when the conflict situation occurred;
• last name, first name, position of the Beeline employee;
• what clauses of the service agreement were violated;
• operator requirements.

Explain that if the operator does not solve your problem, you will be forced to contact the prosecutor's office or court. Those who do not have a personal account can send a complaint to [email protected]

For your information! You can also submit a claim through the mobile application. It has exactly the same functionality as the Personal Account.

Options for submitting an appeal

Choose a convenient way to make a claim.

Complaint book online

A copy of the appeal can be saved to your device.
Procedure:

1. Go to the Beeline website beeline.ru.
2. Click on the "Message" icon at the top of the main page.
3. In the electronic assistant that opens, enter the required data.
4. In the next window, state the problem.
5. Click "Submit".

Letter by email

From your address, send a complaint to [email protected] A complaint against Beeline can contain a maximum of 2000 characters, so first formulate the problem on paper or in some editor.

Registered letter to a communication salon

If the nearest Beeline store is far away, send a registered letter there with notification. Keep a copy of it and keep the notice.

Direct contact to the salon

When contacting a Beeline store, do not forget to take your passport. Make a claim in 2 copies. The salon employee is required to register the document, indicate its number in the copy, and sign for receipt. This will be proof that you filed a complaint.

Call customer support number

Tell us about the situation by phone:

• 0611 - for mobile calls;
• 8 in Russia;
• +7 in roaming.

Prepare a text in advance to verbally present the problem to a support employee. This way you will get the point across better. A Beeline employee will check the data and, if it is not possible to correct the situation immediately, will advise on how to proceed.

Filing a claim in court

If you receive an official refusal from Beeline to take action or ignore the application, go to court. Take with you your passport and evidence of an unsuccessful application to Beeline.

You can ask the court to recover compensation for moral damages from the company.

Reasons for filing a complaint

You can write a complaint to Beeline in the following cases:

• poor mobile reception;
• periodically there is no access to the Internet;
• money was illegally written off from the balance;
• the account has been unreasonably blocked;
• constant advertising spam;
• low level of service by Beeline hotline employees;
• got rude in the office;
• the maintenance department did not fulfill its functions or performed it “carelessly”;
• the company refused to terminate the contract with the client or transfer it to another operator;
• legal consumer rights were violated.

How to properly file a complaint

The document must be formatted correctly.
Write your complaint in free form, but do not forget:

1. Indicate the name of the addressee company, full name of the applicant and his contact information.
2. State the problem and how they tried to solve it.
3. Attach evidence if available.
4. Indicate the date of writing and subscribe.

You must complain no later than 6 months from the date of the incident. The appeal is registered immediately or the next day after receipt. Within 30 days, the company must take action and report.

Postal address: Russian Federation, 127083, Moscow, st. 8th March, 10, building 14. VimpelCom PJSC.

Complaint about internal customer support line

We have several phone numbers to communicate with clients. In Russia, a subscriber can call 0611 and +78007000611. If the subscriber is abroad and international roaming is available, you need to call +74957972727.

Conversations with the operator are recorded. You need to clearly describe the situation and remain polite in any situation. In order for the client to be “heard,” it is necessary to describe the problem in detail and state that the conversation is an official complaint. If possible, record the telephone conversation on your device.

Application sample

When writing a complaint, keep in mind: the more facts and evidence, the better.

At PJSC VimpelCom

from Ivanov I.I.,

residing at: ***,

telephone: ***,

Email: ***.

Complaint

On March 13, 2021, 1000 rubles were withdrawn from my mobile account. for the service ***, which I did not activate. When concluding an agreement for the provision of cellular communication services No. ***, I signed a refusal to connect services without my consent.

I demand:

1. A written explanation of what happened.
2. Return money to the account.
3. …

If my demands are ignored, I will go to court (prosecutor's office, Rospotrebnadzor, OZPP).

03/14/2021 Signature: Ivanov

I am attaching supporting documents:

1. Copy of contract No.*** - 3 sheets.
2. Copy of refusal to connect services - 1 sheet.
3. Copy of passport - 2 sheets.

Total: 6 sheets.

How to contact the operator

Despite the introduction of subscriber self-service services, many issues cannot be resolved independently. For example, any financial transactions or blocking of a number is possible only after confirming the ownership of the number. In these cases, you will definitely have to call the customer support center and provide personal information. Most subscribers prefer to follow the standard scheme:

• Dial 0611 from your mobile phone.
• Listen to information messages from the system, which offer solutions to various issues.
• Press keys 2 and 0 sequentially in tone dialing mode and wait for a connection with the operator.

The advantage of this method is that you do not need Internet access to connect to an operator; communication is free and available even with a negative balance.

The operator number 0611 is only available for on-net calls; you cannot reach the service using a SIM card from another provider.

However, few people know that subscribers' capabilities are not limited to one support phone number. The provider offers users several numbers that can be used depending on the current situation. In particular, the list of numbers by which you can get advice looks like this:

1. 8. This is a line that can be reached from any telephone, including landlines.
2. +7. Customer support for users located outside the country. It is worth noting that the number must be dialed in international format using the code +7.
3. 8. Here you can get advice on issues related to the operation of the USB modem.
4. 8. Line where you can get an answer on setting up wireless Internet access via Wi-Fi connection distribution.
5. 8. Calling this number will allow you to obtain Internet system settings for your mobile device.
6. 8. Information channel informing the user about all changes and new products in the connected package of wired Internet and television.
7. 8. Support service for setting up and operating wireless equipment.

Calls to the indicated numbers are not subject to tariffs, regardless of the duration of the connection.

If the subscriber is not an individual

Do not forget that domestic businesses often use cellular services. In particular, many organizations connect corporate tariffs for their employees. Accordingly, business clients may also encounter unexpected problems that require consultation with a technical support specialist. The following communication channels work for corporate clients:

• This is a single number for all users of the provider, regardless of the connection option and payment system.
• 8. Communication line for solving problems related to the operation of mobile networks.
• 8. To resolve issues related to wired Internet and telephony.

Corporate clients can send an electronic request to the provider via email and [email protected]

Alternative options

It is necessary to clarify that you can contact Beeline technical support online. To do this, it works on the provider’s website. In addition, there are email addresses that are created specifically to solve problems related to certain types of services. You can leave an online message here:

1. [email protected] On issues of mobile Internet and modem operation.
2. [email protected] General customer support line.
3. [email protected] Problems with wired Internet, telephony and Beeline TV.
4. [email protected] Problems with wireless networks.

Incoming applications are reviewed within 24 hours, and the response is sent to the address specified in the application.

You can get support from specialists on social networks. There are official provider groups here, where moderators can help find a way out of any difficult situation.

If the issue does not require urgent consideration, you can send an SMS to number 0622. In the body of the message you need to state the essence of the problem and wait for the system to respond. You need to remember that this service operates from 7 a.m. to 10 p.m. Moscow time.

Online contacts of telecom operator Beeline

If you do not have the desire or time to call a technical support consultant, there is an alternative solution - customer support via the Internet. To do this, you need to go to the company’s official website and select “Help and Support” in the main menu.

In this section you can find the answer to all questions and guidance on using the Beeline mobile network, as well as its other products. All contacts are available on the site to complain about the quality of the services provided or make suggestions for their improvement.

To resolve the issue as quickly as possible, each specific section has its own mailbox, moreover, in each region the mail to which the letter should be sent may differ. In order to find out the required email address, you need to select your city in the top menu of the site.

It will be useful to view:

Here are several addresses where you can send service requests:

• [email protected] – issues related to mobile communications, the Internet, and modem maintenance are resolved here. Here you can write a complaint online about the quality of the above-mentioned services, apply for their connection or disconnection.
• [email protected] – all wishes and suggestions related to home Internet and television should be sent to this mailbox and consultants will contact you as soon as possible. To do this, do not forget to leave a contact phone number or another method of contact.
• [email protected] is another email account where you can send your Wi-Fi-related questions.

Beeline technical support phone numbers

The fastest and easiest way to get answers to all your questions is to call Beeline technical support from your mobile phone. Competent specialists will quickly help you connect/disconnect services, change the tariff and set up equipment. But Beeline is a large company and offers various types of services, so there are different support numbers for contacting different specialists.

We have already told you how to call the Beeline operator, and in most cases this will help you, however, you can use other phone numbers. It’s worth noting right away that calls to all the numbers listed below within Russia are free, but you can call 0611 only from a Beeline phone and while within the coverage area of ​​its network.

• Mobile customer support phone number: 0611, 8-800-700-0611 and +7-495-797-27-27
• Beeline support center for USB modem users: 8-800-700-0080
• Technical support for Beeline Wi-Fi subscribers: 8-800-700-2111
• For questions related to home Internet, home telephone and Beeline home television, call: 8-800-700-8000

How else can I contact Beeline support?

If you don’t have the time and desire to wait for an operator’s response and wander through the voice menu, you can use one of the alternative methods of contacting support.

1) Leave a request for a call back from a technical support center consultant, an answer to a question by email, or a chat with a specialist via the Beeline website. On any page of the site, at the very top, on the right, there is a link “Ask a question” - click on it and select the desired item.

• In the “feedback” section, you can write your question, detailing all the nuances, and choose how it would be more convenient for you to receive an answer - you can enter your phone number and choose a time for a Beeline support specialist to call you when it is convenient for you . Or, you can enter your email address and a reply will be sent to you.
• In the “chat with a specialist” section, you can write to the support service in real time where a specialist will answer immediately, you can ask all the questions you are interested in, and he will respond promptly. After the conversation, you can evaluate his work and save the correspondence to your computer.

2) Write your question by email to Beeline technical support. There are also separate addresses for support services for various services:

• For questions regarding mobile communications, mobile Internet or USB modem
• For questions about Wi-Fi Internet from Beeline: [email protected]
• For questions via home phone, internet or digital television

3) Write your question to the SMS support center. To do this, write and send your question via SMS to number 0611 - they will answer you within a few minutes.

In addition, you can always contact one of the company’s many offices - customer service and support consultants regularly undergo training and advanced training, and they will be happy to help you set up your phone, change your tariff plan, connect and disconnect services, in general, they will do everything to ensure that you stay happy with Beeline.

Useful short numbers and USSD commands Beeline

There are probably no subscribers left who have never used short service requests and commands - dial a combination of numbers, stars, hash marks and immediately get the necessary information, ...

How to call a Beeline operator?

Quite often, Beeline subscribers have an urgent need to call a live operator to ask him to solve a problem or obtain the necessary information about tariffs.

Beeline Help Desk

It is difficult to overestimate the timely assistance of a Beeline help desk consultant. Often, only a live operator can best tell you about new tariffs and services and help you figure out why money is being written off.

Which bodies control the activities of Beeline

For each region, the websites have contact information for branches.

When Beeline does not solve the problem or ignores it, contact the control authorities with a statement using the same form.

Consumer Protection Society

This is a public association that monitors compliance with the Consumer Rights Protection Law. OZPP receives complaints from Beeline subscribers and verifies violations.

Contacts:

• telephone;
• E-mail address;
• postal address: 119121, Moscow, st. Smolenskaya, 7.

Rospotrebnadzor

The organization also oversees the work of companies providing communication services.

Contact service specialists:

• by phone or 8 (499) 973-26-90;
• by email;
• via Russian Post: 127994, Moscow, Vadkovsky lane, 18, building 5 and 7.

The service has an online portal where you can complain about Beeline.

Reasons for refusal to consider an appeal may be:

• incorrectly drawn up claim (circumstances not specified);
• use of obscene language;
• anonymity or inaccuracy of the applicant's data;
• incomplete set of documents (correspondence with the company, sales receipts, contracts);
• lack of grounds for verification.

Rospotrebnadzor cannot force Beeline to return money or recalculate telephony fees. He issues an order in which he recognizes the operator’s actions as unlawful. If the company does not comply with it, then go to court or the prosecutor's office.

Society for the Protection of Consumer Rights (CPS)?

If the problem has not been resolved, contacting the OPP is another possible way. Beeline subscribers are consumers of the cellular company's services and are subject to the relevant legislation. The organization's lawyers and consultants have experience and qualifications in such matters; they will listen and help with further actions. You can contact us as follows:

• telephone appeal;
• Email;
• submit a written application to the main office;
• get an appointment at the health department of your city.

Consultation at the department is free. You must file a complaint according to the same rules as in Beeline.

Duration of consideration of the application

In the event of a change in the review time frame, the subscriber will be notified.
The Federal Law “On Communications” regulates the algorithm for filing and receiving complaints. Within 30 days from the date of registration, supervisory organizations conduct fact-checks and notify applicants of the results. The application is registered no later than the next day after receipt. Holidays and weekends do not count. In rare cases, consideration of the application is extended for another 30 days (you will be notified about this).

You will be notified if your application is denied.

Where can I apply?

It is written in free form. How to write a complaint against Beeline online and by mail The final authority will be the prosecutor's office or the court, depending on whether a crime or offense was committed.
For example, the quality of Beeline communications or improper response to complaints can be challenged directly in court during a civil hearing, but fraud and consumer deception must first go through the prosecutor's office. Follow the link for a sample letter of guarantee on the fulfillment of obligations under the contract. Find out soon how to return goods to Castorama! Procedure for filing Before filing a complaint, you should clearly formulate the reason for your dissatisfaction and check the information through the official website. Perhaps the problem that you are having is not your problem personally, but some kind of malfunction in the system of the entire provider.

The period for consideration of a filed complaint, regardless of the instance of appeal, is thirty days from the date of registration of the application (lasts one day).

Before filing a complaint against Beeline, they study the grounds on which the claim is made. Such cases include:

1. Poor connection and slow internet.
2. Without notification, withdrawal of money from the subscriber's account, connection of paid subscriptions and services.
3. Unreasonable blocking of a client's account.
4. Regular spam and notifications.
5. Unsatisfactory quality of service provided by operators and employees in Beeline stores.
6. Poor service and poor technical support.
7. Artificially created obstacles to termination of the contract.
8. Violation of consumer rights.

In the Law of the Russian Federation 126-FZ “On Communications” dated July 7, 2003. it is said that the operator ensures the provision of services of appropriate quality, a transparent mechanism for withdrawing money, and also ensures connection to competitive tariffs.

The complaint review process takes 30 days from the date of registration, this is stated in Art. 12 Federal Law “On the procedure for considering citizens’ appeals.” An official response based on the results of consideration of the complaint is sent by mail or email.

How to contact a Beeline operator quickly? If the phone is within the access area of ​​the Beeline network, then simply call 611. This is the number of the contact center, where specialists will help resolve almost all issues. By calling 0611 you will be taken to the main menu. There you can check your account balance, order a statement, activate or deactivate a service, listen to an answering machine, top up your account, and much more.

Please note: the shortest wait time is from 8 to 11 am. At this time, most operators are available, and there are not many calls yet.

Via email to – Also handles customer complaints. You can contact us here in case of violation of contract rules, inflated prices and other reasons. You will need to attach a contract, SMS printouts, photos and other evidence of the violation to your complaint. You can contact the relevant authorities according to the following plan: Here you can complain in case of an economic violation.

Provide high-quality services, ensure competitive tariffs and a transparent mechanism for writing off fees for using cellular communications. In case of violation of rights, every citizen has the right to write a complaint to Beeline.

In what cases is it legal to file a complaint against an operator:

• Poor quality connection;
• Low Internet speed;
• Illegal debiting of funds from a personal account;
• Account blocking without explanation;
• Sending spam messages (both from Beeline and from third-party numbers);
• Irregularities in the work of authorized points of sale;
• Poor service, rudeness from call center and technical support employees;
• Refusal to terminate the contract;
• Connection of services not specified in the contract or other violation of consumer rights.

How can you complain about Beeline?

The time frame for consideration of a complaint is determined by Article 12 of the 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.

55FZ 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 was 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 Russian Post, or to an email address in the form of an email with a digital signature. If the claim is completely or partially rejected, as well as the deadline for responding to it is not met, you can file a lawsuit in court.

A complaint is prepared and sent using several methods. To do this, the subscriber contacts the company by email, submits an oral application over the telephone, visits the company in person, or files a claim in court.

Beeline considers the following complaints:

• on communication quality;
• complaint against a scammer. If money was debited illegally;
• in case of unreasoned blocking of a personal account;
• to spam and imposition of expensive services;
• complaint about service when contacting one of the Beeline offices;
• the helplessness of the support service;
• against a call center or office employee in case of disrespectful communication;
• refusal to request to terminate the contract or provision of services;
• if the client’s rights established by law are violated.

If a user encounters one or more reasons for requests, he thinks that the service provided is not worth the money that is regularly paid. Therefore, a company that cares about its reputation promptly responds to incoming complaints to correct its policies or resolve negative incidents.

Since they all have their own characteristics and reasons for appeal, they should be considered separately.

We suggest you read: Sample complaint to the prosecutor’s office on how to write and submit

To the organization itself

The first place to file a complaint is Beeline itself. It is worth considering that most problems can be caused by simple inattention of both the client and the organization’s employees. So there is no need to rush to contact the government services, because in most cases the issue can be resolved peacefully.

• Submitting a complaint on the official website. In order to send a request using a browser, just go to the Beeline main page. There you can follow the link and leave your complaint in the complaint book;
• Filing a complaint using the application. Beeline accepts complaints, suggestions and recommendations from customers using a special application. In order to file a claim in this way, install the application and select the form to contact the operator;
• Telephone call. You can submit your complaint quickly and conveniently by phone. All you need to do is dial the Beeline hotline and follow the instructions. For mobile communications questions, call the toll-free number. Please note that all calls are recorded;
• Written appeal. The most effective way to file your complaint. It is written in free form. But at the same time, it must contain information about the contract (if a complaint is made about a violation of its terms), your data and a clearly described essence of the problem. You can submit a completed appeal to any Beeline office or branch, but it must be addressed specifically to the central office.