Every month, many customers review their Movistar bill and wonder why the amount has increased without prior notice. Sometimes this increase can have a logical explanation. But it is important to know that if something doesn't add up, it is always possible to file a complaint.
Before starting any process, it is advisable to thoroughly review the bill. Many times, extra charges have a reason that may have gone unnoticed. For example, it is common for a rate to have been cheaper at first because it included a temporary promotion, and when it ends, the price goes up.
It also happens that without realizing it, you may have called a special rate number, which increases the cost. Another frequent case is traveling abroad. If you have been in a country that is not within Zone 1 of roaming, using your mobile there can have an additional cost.
Therefore, the first thing is to rule out that the increase is due to one of these reasons. On Movistar's website, in the 'All about my bill' section, you can check the details of the charges.
Movistar makes it easy for you to file a complaint
If, after checking, you still think that the amount is incorrect or unjustified, you have the right to file a complaint. Movistar offers several ways to do this, with one of the quickest and easiest being contact via WhatsApp. You can send your inquiry to the number 638 10 1004, where specialized agents are available every day between 9:00 a.m. and 10:00 p.m.
Once the complaint is made, the operator assures that they will provide a response within a maximum period of one month. If you are right, the operator will refund the money directly to your account or will make a compensation on the next bill.
If you are not satisfied with the resolution, you have the possibility to claim again, either through WhatsApp or by escalating the case to Telefónica's Customer Defense Service.
Other problems that may arise
Bills are not the only reason why customers may file a complaint. It is also possible that you have problems with an order, such as a router or a mobile phone you purchased that hasn't arrived. In this case, it is advisable to check its status in the customer area and, if there are delays, also contact via WhatsApp.
If the problem is with your Internet connection, whether due to a fault or a service outage, Movistar must offer you a solution. In certain cases, compensate you for the inconvenience.
Therefore, if you notice something strange in your Movistar bills, don't remain in doubt. Get informed, review your consumption, and if necessary, file a complaint. You have several channels at your disposal, and the company is obliged to give you a clear response.