Consumer News

Can the operator cancel a prepaid line for lack of credit?

02/01/2017

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Is it obligatory to perform and recharge? Is there any kind of loyalty to the operator?

According to ANATEL Resolution 632, the operator may cancel the line due to lack of credit. As far as fidelity is concerned, it can only happen if you have some benefit in return, such as the discount on the purchase of handsets, for example. However, this is more frequent on postpaid lines and may only exist for a period of one year.

According to Article 70 of the same Resolution, if you have credits that expire on the due date, they must return when you recharge. The Regulation does not prevent companies from limiting the validity of credits, as long as they also include options that last 90 to 180 days.

Is there a deadline before all services are blocked?

Once you reach the limit, you can receive calls for another 30 days. After this deadline, all services may be blocked, except for emergency dialing, such as firefighters and police, in accordance with Anatel Resolution 632. As of that date, you have another 30 days to regularize the situation before the line is canceled.

In addition, it is worth noting that you should always be informed about the validity of your claims, according to the Consumer Defense Code. If there are still outstanding credits, the amount must be returned to the user. Already the amounts unduly charged by the operator should also be reimbursed, but twice and with the monetary adjustments in force.

What to do?

If you have been harmed by a lack of adequate information, complain here with the help of PROTEST or call 0800 282 2204 to claim your rights as a consumer.

Source: Protest

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