11828 call on the invoice: solution and how to return the money

For a week, dozens of users have reported on the Internet a new ruse related to 11828. Apparently, the number in question appears on the Internet as a claims service for different companies (DHL, DIGI Móvil…). The problem is that this number corresponds to a special rate number: 2 or 3 minutes of calls can be equivalent to 10, 20 or even 30 euros. Come on, it's not exactly free. The only solution to receive a refund of the amount is to claim the money on the invoice. The how we will explain below.

11828 appears on my invoice, what can I do?

"My supposedly called the DIGI Mobile customer service that appeared on Google and they charged him 11 euros for a call", "I thought it was DHL's customer service and they charged me 20 euros"… These are some testimonies that we have been able to find on the Internet in relation to 11828. Some even claim not to have made these calls or that at no time have they been specified the cost of the call, something that is illegal. If this has been our case, the first thing we will have to do is collect all kinds of information possible about the call.

Screenshots of the call log, voice recordings of the call… Any data that helps us to legally defend ourselves before the responsible company.

Get in touch with your telephone operator

The next thing we will have to do is contact our operator directly to explain what happened and block calls from 11828 and any variant of it (11827, 11887, 11816…). We leave you below with several numbers of some of the main operators in Spain:

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

Some users have stated that the operator has agreed to deduct the amount in question from future billings. In spite of everything, it is very likely that the operator will refuse to reimburse us for this call. In this case we will have to go to the next level: make a formal claim.

Go to consumption and report the call from 11828

Faced with the probable refusal to reimburse the money, the next thing we will do is go directly to the nearest Consumer office, not without first advising the operator of our intentions.

Before processing the formal claim, it is recommended to provide all kinds of evidence: recordings of the call to our operator, screenshots… It is also recommended to file a claim against the company responsible for the call.

And block the received ones from your operator

So is. Before sending the order to our bank, it is advisable to carry out a portability to another company to avoid interruptions in the service. It is also recommended to contact the operator again to try to mediate the problem. After all, we are most likely to be on a private defaulter list.

At this point we can turn to the ombudsman in the City Council of our town to try to mediate the situation for free and, above all, disinterestedly. If we have a lawyer we can resort to him, although the cost of the process will not pay us unless the amount owed is a considerable amount.