Deco will inform you that you have received “hundreds of those over the last few months” regarding the Digi service and will ask the telco to better assist the customer, strengthen contact channels and comply with legal obligations.
In this communication, the Consumer Protection Association informs that these consumers “cancel various stages of the contractual relationship and reveal persistent problems in the provision of the service and no benefit to the customer.”
The Lusa Agency tried to get a response from Digi, but it was not possible at this time.
In this situation, the customer faces poor service, service failures, limitation of portability and difficulties in resolving complaints from the company providing electronic communications services.
“In the most common situations, we encounter inaccurate information about the installation of services, we often have false expectations and disadvantage consumers who look at this installation,” he explains, adding that “then I appeal to the deficient customer who physically praises us that no telephone service, marked by long periods of time, is another reason for great disappointment.”
In addition, Deco offers assistance in responding to written complaints and cases of non-payment of legal fees in the portability process, or which “many times resulted in service interruption.”
Associated with these processes is the impossibility of using mobile cards for redundancy, which “leaves consumers without access to mobile communication for a long time.”
With the billing unresolved, the association counts complaints from various consumers about double billing when migrating from Nowo to Digi with “great difficulty in correcting the wrong values”.
“Cancellation of contracts is a complex process with great disappointments and a lack of concrete information about the situation,” he adds.
Faced with this situation, Deco will “call to help the customer, strengthen their contact channels and fully comply with legal obligations”, guaranteeing that they will continue to support the situation, and advise consumers to always formalize their complaints in writing and document everything.
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