11890 On the invoice, how to claim the charge for the call

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More than a dozen users have recently reported having received a charge on their phone bill due to an alleged call to 11890. As it is a special rate number, the total cost of the call is up to 20, 30 and 40 euros. The problem is that many of the affected users deny having made the call to 11890. Many others do acknowledge having made the call but deny having been informed of the cost of the service. The solution in both cases is to claim the amount from our company, a process that we will explain below.

Call not made from 11890, how to claim a refund

It is enough to start a brief search on the Internet to find out the experience of some of the affected users. "This phone is a fraud, it does not provide any service and if you make a mistake when dialing the cost it is very high", "An amount of 24 euros for a 10-minute call", "It bills me for two calls to this number for an amount of 44 euros that I have not done ”… The first step to claim a refund of the amount owed is to contact the telephone operator through the customer service.

• Yoigo: 622.
• Jazztel: 1566.
• Movistar: 1004.
• Tuenti: from the Tuenti application itself.
• Orange: 1414.
• O2: 1551
• Most Mobile: 2373
• Pepephone: 1706.
• Vodafone: 123.

In the event that the operator refuses to make a return, the next step will be to submit the complaint to the company's Claims department. Subsequently, it is recommended to request a copy of the claim in digital format to print it later and record the disagreement.

My operator refuses to return, what do I do?

With the printed complaint, the next thing we will do is go to the nearest Consumer Service office to file the complaint with the Public Administration. To provide proof of the events denounced, it is recommended to attach a form with a screenshot of the call history, specifically, of the day on which the alleged call to 11890 was billed.

After formalizing the claim in the Consumer Affairs office, the resolution will most likely take a few weeks, although it can be extended to 6 and 12 months, depending on the response of the company and the administration's own management.

And if none of the above works

If the resolution of the claim does not fail in our favor or the company simply refuses to make the return, the most drastic solution is to block the operator's bank receipts. To avoid cuts in the telephone line we can manage a portability with another operator as long as our contract is not limited by a permanence clause. Otherwise, we will most likely be placed on a delinquent list if we refuse to pay the penalty.

To avoid the latter, we can turn to private consumer organizations, such as OCU or Facua. Although the resolution is usually favorable for the users, the management of the claim entails the payment of a monthly fee or a single payment as a collaboration to receive legal and legal support. Another option is based on resorting to the Ombudsman, a free solution, although less effective in turn.

List of payment numbers identified by tuexperto.com