▷ 11831 On the invoice, how to claim the charge for the call

Dozens of users have reported in recent months having received a charge on their phone bill due to an alleged call to 11831. The problem is that practically all users deny having made the call to the billed number. Others, on the other hand, acknowledge having made the call but deny having been informed of the cost per minute, which in some cases can exceed 3 euros. The solution to all these cases may vary depending on our telephone operator. For this reason, we have collected several methods to request a refund.

Call not made from 11831, what can I do?

“I have a call from 11831 and I haven't even called. They charge me 30 euros. at 11831. Most of these make mention of illegal practices in Spain. Therefore, the solution is to claim the amount from our telephone operator. We can do it through the following phone numbers:

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

My operator refuses to return the 11831, what do I do?

It is very likely that our operator decides to ignore the refund of the amount owed. In this case, the next thing we will have to do is go to the nearest Consumer Service (Consumption) office to file the complaint with the Public Administration. To demonstrate the facts reported, it is recommended to attach a printed screen capture with the call history of the day on which the call was supposedly billed.

Once we have formalized the claim, the resolution process can go from a few weeks to several months or even a year, it all depends on the saturation of the Administration and the response from the company.

And if none of the above works

If the resolution does not fail in our favor or our operator still does not return the amount owed, the last solution is to block the bank receipts of the phone bill.

To avoid running out of phone lines, we can request portability to another operator as long as our contract lacks permanence. Otherwise, it is most likely that we will be included in some type of public list of defaulters. The solution is to resort to a private consumer organization, such as Facua or OCU.

Most resolutions are generally favorable. The downside is that we will have to assume the payment of a monthly fee or "donation" to receive legal support. We can also use the Ombudsman, a public figure who will defend our rights for free, acting as a mediator between the company and the consumer.

List of payment numbers identified by tuexpertomovil.com