Claim the operators of fixed telephony, mobile telephony and internet.

Lately more and more friends and relatives ask me what the procedure is to follow to claim the tele-operators. It is avalancha the achaco to two reasons basically:

1. It has spread the voice that I know how to claim them and that I usually assert my rights and win them. 
2. The number of abuses, scams and bad practices has increased considerably. In this week I had to launch the COMO on three occasions, all related to registration of services not explicitly requested.

 Well, I'll try to be brief.

1. Whatever you occur. Whenever you think you are right to claim them, even ask them to pay the amounts you deem appropriate. Do not cut yourself, claim, if they give you high services without asking you even if you have enjoyed them, complain; If you put permanencies that you do not understand, complain; Complain about everything, really. 

Peaceful road
It is what we usually do.

1. Call the customer service number and explain the problem. They usually solve it as long as there are no subscriptions or withdrawals of services subject to permanence, that is, whenever there is no money involved. Important: Operators are required to have a free customer service number, if you do not have it on the internet.
2. My level of patience with the peaceful way is usually two operators or two calls. Once past this limit and having verified that there is no progress and will not have made way to the aggressive route.

 Aggressive road
There is a mediator as consumption for this particular sector. The important thing is that, unlike consumption, telecommunications companies are obliged to respond and comply with the resolutions of this mediator, not voluntary, are obliged. This mediator is the Telecommunications User Attention Office, and its website is http://www.usuariosteleco.es/. Let's make use of this mediator.

1. Prepare a paper and a pencil or pen. Write down the date and time of the call. 
2. Call the toll-free customer service number.
    
3. First of all you ask the operator to give you his name and his operator number. You have to give it. Although they lie (which they usually do), nothing happens, you write it down. At the end if they have to go to the tapes they record will come out that they have said that name and operator number.
    
4. You indicate that you want to file a claim and that in the end you want to be given the identification number of the claim. Importantly, we need the identification number of the claim so that we can demonstrate that the claim was placed on a specific date. Without number it is as if you had not called. They will ask you to explain the problem again, they will beat you up, they will tell you that you can not make any claims, they will pass you on to other operators, ... Do not deceive yourself, you are in your right to make a claim of what you please , Although a priori you are not right.
    
5. If they refuse to put the claim or similar in which they give you an identification number you pass to the threat. You tell them that you are in your right, that if you do not put it, you are going to file a complaint to the Telecommunications User Attention Office telling you the name and number of operator to that office. At this moment you usually pick up note.
    
6. If you are unable to get a note of the claim, go to the next step. If you have managed to put it often react. They will call you to try to solve the problem. If after all you can not solve the problem or do not call you go to the next step.
    
7. Complaint to the Telecommunications User Attention Office:  
8.  You can only complain to this office if you have submitted a claim to the operator previously and a month has gone by without a response or no response that you consider satisfactory. To prove that you have submitted the claim to the operator you need the identification number of the claim. Here you have information on the requirements to claim and how to claim in this office: http://www.usuariosteleco.es/comoreclamar/Paginas/reclamaciones.aspx.
9. The claim can be sent electronically with the electronic ID in the page http://www.usuariosteleco.es/PresentacionElectronica/Paginas/ReclamacionesTelematicas.aspx (the one that I use, very comfortable and without expenses) or through mails, registers, ...
   The complaint does not have to be a legal text but you have to be clear. Doing it for points usually helps to be clear and concise. I highlight four parts: 

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