It is important to know well what are the maximum times we have to complain about any incident with our operator. Otherwise, we could lose the right to receive compensation. We tell you what Movistar’s policy is in this regard.
Although the operators that have a presence in our country present an increasingly stable and refined service, there are many situations that can cause a problem. customer dissatisfaction. From a specific technical failure to an error in the invoice that has not been corrected in time and that has caused a problem for the subscriber.
In the case of Movistar, the company has a service dedicated to the defense and protection of the rights of customers of the Telefónica Group. It is an independent body that guarantees the application of fair criteria in the resolution of claims. Although, in order to use it, it is necessary that we meet a series of conditions. Among them, we must not exceed a maximum amount of time to file a claim.
The maximum period to make claims
He Customer Defense Service, As this area is known, it is responsible for managing and resolving claims submitted by customers. In order to go to it, we must have previously contacted the Movistar customer service and, after 30 days, We have not received a response from you. Or, if we have received it, we do not agree with it.
If we find ourselves faced with this situation, we must bear in mind that we can contact this body within a maximum period of one year from the date on which the event that occurred took place. gave rise to the claim. It is important to know this period, since all claims submitted outside of this period will not be accepted for processing.
Although twelve months is usually enough time to exhaust previous means of contact with customer service, it is advisable not to wait until the last day to avoid complications in the resolution.
Resolution in two months
This service offered by Telefónica is very useful for the consumer because, in addition, it is committed to issuing a resolution in a period not exceeding two months counted from the date the client sent the corresponding claim. Therefore, it assures us that we will have a solution to our problem, through a completely independent body, in a short period of time.
In addition, Telefónica confirms that the resolutions issued by the Customer Defense Service will be binding for all companies in the group, which must proceed to comply with them within the period indicated in the resolution. However, it is stated that it is not a service that allows appeal the resolution issued. Therefore, in the event that we still do not agree with the solution offered by Movistar, we will have to look for alternative legal means to continue with this process.
