▷ 11829 On the invoice, how to claim the charge for the call

More than 300 users have denounced in recent years the collection of an alleged call to 11829 on their phone bills. The problem is that the charge in question reaches more than 30, 50 and even 70 euros in some cases. Some of these users acknowledge having made the call but deny having been informed of the cost per minute. Others flatly deny having made the call from their phones. In both cases, the solution is to claim from our telephone company to obtain a refund of the amount owed.

Unsolicited call from 11829 on the invoice, what do I do?

"It said it was a free number and they charged me 15 euros for 6 minutes", "I get a call to this number for 13 euros", "Movistar has charged me 24.35 euros for a 10-minute call that I have not made" … All the testimonies that we have been able to find on the Internet around 11829 make mention of practices that are not currently legal in Spain. The first thing we will have to do to claim the charge from our telephone operator is to contact the 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 return the amount claimed, the next thing we will do is file a complaint with the company's Claims department to show our disagreement.

My operator does not return the charge for the call to 11829, now what?

The next step to formalize a claim with the public administration will be to go to the Consumer Service Office with the printed complaint and any graphic document that helps to demonstrate the reported facts. For example, a capture with the call history of the day the alleged call was billed, or a recording of a call to our operator's customer service.

In short, any evidence that helps us to expedite the complaint process, which can extend up to 6 months or even 1 year in some cases.

And if none of the above works…

The most drastic solution that we can apply is based on blocking the bank receipts of our operator. Previously it is recommended to carry out a portability to another operator to avoid running out of a telephone line.

If we have some type of permanence in our contract, it is most likely that we will be included in some type of public delinquency list. It is advisable in these cases to go to the Ombudsman, a public figure installed in the Town Halls who usually acts as a mediator between the company and the consumer to defend the rights of the latter free of charge and disinterestedly.

Another option will be to turn to private organizations, such as Facua or OCU. Although the result in these cases is usually more positive, we will have to pay a monthly fee to receive personalized legal advice.

List of payment numbers identified by tuexpertomovil.com