▷ 11898 On the invoice, how to return the charge for the call

Almost a hundred users have reported in various forums and social networks the collection of a call on the bill to 11898. As it is a paid number, the amount of the call can sometimes exceed 20, 30 and even 50 euros. The problem is that a significant part of these users claim not to have made the call from their phone lines. Others acknowledge having made the call but deny having been informed of the cost per minute. Both practices are illegal in Spain, so we have the right to complain to our telephone company. The how we will show below.

I have a charge for a call not made to 11898, what do I do?

“They charged me 25 euros for 10 minutes of waiting”, “I have a charge of 17 euros from 11898 and I don't know what it corresponds to”, “They tricked me saying they were from AliExpress customer service. They have charged me 20 euros ”… These are some of the testimonies that we have been able to find on the net around 11898. All these practices are illegal. The solution is to claim the amount owed to our operator through the customer service number.

• 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 refund the amount charged on the invoice, we will have to formalize a claim through the company's Claims department to record the disagreement.

What can I do if my operator has refused to make the return?

After formalizing a claim in the company's Claims department, we will have to go to the nearest Consumer Service office. To formalize the claim in the public body we will have to bring a copy of the claim, as well as the invoice and a screenshot with the call history of the day the call was invoiced. In short, any element that helps us to demonstrate the facts reported. The resolution process can take anywhere from a few weeks to several months or even years. It all depends on the response of the company and the saturation of the organism.

And if the above does not work…

If the claim does not come to fruition or does not have a positive resolution, the only solution is to block the bank receipts of the operator in question. Previously it is recommended to carry out the portability to another company to avoid running out of phone lines.

In case of having some type of permanence commitment, it is likely that an attempt will be made to collect a penalty or we will be included in a public list of defaulters. The advisable thing to avoid reaching these extremes is to resort to the Ombudsman, a public figure who will act in the middle to defend the interests of the consumer in a free and disinterested way.

We can also resort to private consumer associations, such as OCU or FACUA. The resolution in these cases is usually much more advantageous for users, although it usually entails the payment of some monthly tax fee.

List of payment numbers identified by tuexpertomovil.com