▷ 11818 In the invoice, how to claim the charge for the call

For about a month, around a dozen users have reported the charge on their phone bill due to an alleged call to 11818. As it is a payment number, the amount in some cases exceeds 20, 30 and even 50 euros. The problem is that most of these users claim not to have made the call. Others do admit to having called 11818 after a brief search on the Internet but deny having been informed of the cost per minute of the call. The solution to these two cases is to complain to our telephone operator, a process that we will explain below.

Call not made from 11818, what can I do?

Just take a look at Google to see some testimonies from people affected by 11818. "They are advertised as a number of other companies and they charge you 30 euros for 10 minutes", "They have charged me 35 euros in Lowi's bill more", "This morning I found a surprise of 50 euros in my bill for two calls that nobody made"… All these cases make mention of illegal practices in Spain. Therefore, the best solution is to claim the money from our company through customer service.

• Yoigo: 622.
• Jazztel: 1566.
• Movistar: 1004.
• Tuenti: from the Tuenti application itself.
• Orange: 1414.
• Pepephone: 1706.
• Vodafone: 123.

In the event that our operator refuses to make the return, the next thing we will have to do is to formalize a claim through the Claims department to record our disagreement with the billing.

My operator refuses to return, what do I do?

With the claim in hand, the next thing we will have to do is go to the nearest Consumer Service office (that is, Consumer Affairs) to file the claim with the Public Administration. It is also recommended to collect all kinds of evidence to help prove the facts reported.

Screenshots of the call log with the date on which the alleged call to 11818 was billed, voice recordings, copies of emails with our operator… The resolution time will largely depend on this, which can take a few weeks until a year.

And if the above does not work…

If the resolution does not fail in our favor, the next thing we will have to do is turn to the Ombudsman, a public figure who usually sits in the Town Halls and who will act as a mediator between the company and the client to defend the rights of the latter.

We can also use private associations such as OCU or Facua. The resolution in both cases is usually favorable. The trade-off is that, in general, we will have to pay either a payment or a monthly fee to subscribe to their services. Both associations will try to offer us legal advice, in addition to giving us the possibility of claiming directly from the operator. Communications with the latter will be made through the platforms.

List of payment numbers identified by tuexpertomovil.com