Clipping of news on Brazilian Culture, Law and Citizenship
11.30.2015
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Problems include supply of non-compliance and abusive fees
Andrea de Moraes Medeiros had problem for withdrawal of cable TV set - Fernando Lemos / Agência O Globo
RIO - Cancel and change packages when it comes to telecommunications services, it has never been easy for the consumer. But when the unemployment rate reaches 8.79% and inflation nearing 10% per year, cutting costs has become almost a mantra for the Brazilians, who began to perform more often, the exchange plans by other cheaper or cancellation of services. The bonus, however, has been a bit of hassle.
That says the businesswoman Ana Cristina Ferreira. Unable to afford the pay TV package, whereby desembolsava around R $ 240 per month, she sought the Sky to cancel the service. He changed his mind when the attendant offered him a package for $ 59.90 that after three months pass to R $ 89.90. The only requirement of the consumer was that the value passed into effect in the next bill. The attendant assured that as soon as there was the exchange of the device, scheduled for the next day, all would be right. But the employee did not show up and the bill came at the old value.
- When calling to complain, the clerk said the discount was R $ 30! And it was not package change.
ABUSIVE RATE
To inform the protocol number for the attendant verificasse agreed, Ana was surprised by the information that the protocol did not exist.
- The Sky walk providing fictitious numbers protocol. Without it, you can not even request the recording of the offer.
The Sky ensures that the entrepreneur package will cost R $ 89.90 per month.
Marilia Silva, in turn, says that when changing your package Hi, spent two months paying two bills: the old contract and the new.
- And look that did not change for a cheaper plan. I suffered with a huge mismatch information. I have several friends from different carriers, which are reducing their plans and suffering the same problem.
The Hi informs that has solved the problem of the client.
In such cases, according to experts, it is best to require recording in which was contracted exchange service. Possession of proof or if the shipment is refused by the company, the customer can seek protection agencies.
Intending to spend less, the business administrator Andrea Medeiros came into contact with the Net.
- I was told that a cheaper plan would involve the removal of a unit and, therefore, would charge me fee of $ 90. I thought absurd!
Coordinator for Care of the Rio State PROCON (Procon-RJ), Soraia Panella, the charge is unfair:
- It's not illegal, but Procon-RJ understand how abusive. After all, it is the supplier's responsibility to make the removal of the equipment installed.
Still, Andrea wondered change package and pay the fee. But he changed his mind when he learned that the savings would be only $ 30 per three months:
- It is very expensive, and we are in crisis. So I wanted to reduce my expenses.
According to the Net, there was an error and the adjustments requested by the customer were performed.
Already Cecilia Soares psychologist, who is in Portugal in a doctoral program, wanted to keep the phone from Nextel, but called for the exchange of R $ 95.96 plan for a cheaper, of R $ 39.90. However, it continues to receive bills in the old value.
- I can not be satisfied by Nextel to understand what is happening - complains.
Nextel, meanwhile, says that there is irregularity in the charges and says that he could not contact Cecilia.
When changing operator or plan, either telephone or TV, it is still necessary to note another point: loyalty. The public servant Vanessa Freitas, change from Brasilia to Rio, was startled when trying to cancel the Sky service:
- The attendant said he would have to pay a fee of $ 700, because he was loyal.
According to Sky, the cancellation was done free of charge.
According consumer law experts, the fine shall in case of breach of loyalty is legal. However, the collection must be fair, around 10% of the contract value which remains to be fulfilled. The fee must be included in the contract and be informed on offer.
WARNING TO LISTINGS
The technical advisor of Procon-SP Fatima Lemos advises caution when accepting offers at the time of cancellation:
- Printing is offering anything not to lose the customer. And it is common not fulfill the offerings.
She warns that by accepting the offer, there may be loyalty, complicating the cancellation in the future.
The National Telecommunications Agency (Anatel) said that there was no increase in cancellation of complaints. And guides the consumer to demand the protocol, to prove the request for cancellation or packet exchange. And it points out that by default are entitled to cancel the contract. The agency also recommends always check for residual amounts payable.
Source: The Globe
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This article was translated by an automatic translation system, and was therefore not reviewed by people.