Movistar customer care sucks – problems canceling a service

Before less than a month to get Samsung Galaxy S for free, I changed my mobile operator to Movistar. Together with the free mobile phone the promotion included an USB modem for internet connection. The line with for the USB mobile internet was free for the first month and later on I had to pay some subscription fee if I don't cancel it. I really did not need this USB internet and said to the guy on the shop that I don't want. But he insisted that I have to take it because it is his duty that he gives it to me. He told me that I just have to call the customer care to cancel the USB internet subscription.

Yesterday, I decided to call the customer care and to cancel it. I had to listen hundreds of offers just to not cancel the USB internet – of course none of them were completely free. I insisted that I will cancel. Then I was transferred to the department of cancellations (departmento de bajas). In an attempt to persuade me to not cancel the line the operator again told me the same hundreds of promotions. At the end the operator told me that I have to send a letter by post their department in Madrid. This was ridiculous.

It was such a straightforward procedure to opt in and it is such a hell complicated to opt out. As far as I know, Spain passed a low stating that telecommunication companies which provide service to end users (like Movistar) should provide a mechanism to cancel a service through email or phone without requiring sending letters by post. Well, I will further investigate why Movistar does not comply to this. I would be happy if they get one lawsuit for it and be screwed with some millions of euros.

The address I had to send the letter is:

Movistar

Apartado de Correos 151124

28080 Madrid

I have an update regarding the complicated process for canceling a service. Today (June 12, 2013) a friend of mine who tried to cancel her mobile phone at Orange told me that she has initially gone through a similar procedure which I describe above. Later she searched on internet and found that if you ask the operator on the phone for an immediate cancellation according to the established law, they must (are obliged) to cancel the service within 48 hours without asking you for further complicated procedures such as sending fax or a letter. So what she did is called back again, and said in Spanish that she wants to cancel the service immediately according to the law (Quiero dar de baja inmediata por la ley). After wrestling on the phone for a bit with the operator finally the mobile company has agreed to cancel it immediately.

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{ 7 comments to read ... please submit one more! }

  1. Please, how can i decode nokia 1616. I am in Ghana.

  2. I am going through the same problems

    where do we go for help?

  3. Hi Peter, I had to send a fax and a letter to an address which movistar gave me after I called the customer care (atencion al cliente). I suggest to call 1004 and ask.

  4. I am having exactly the same problems.  Although I also speak Spanish, the English speaking customer service operators on 1004 are extraordinarily rude and unhelpful

  5. :) right observation. I would attribute the rudeness to the Spanish temperament and the helpfulness to their goal to not lose a customer. Or it could be that the helpfulness is simply because they do not how to do their job.

  6. An update. Today (June 12, 2013) a friend of mine who tried to cancel her mobile phone at Orange told me that she has initially gone through a similar procedure which I describe above. Later she searched on internet and found that if you ask the operator on the phone for an immediate cancellation according to the established law, they must (are obliged) to cancel the service within 48 hours without asking you for further complicated procedures such as sending fax or a letter. So what she did is called back again, and said in Spanish that she wants to cancel the service immediately according to the law (Quiero dar de baja inmediata por la ley). After wrestling on the phone for a bit with the operator finally the mobile company has agreed to cancel it immediately.

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