I have spent the entire day today phoning this pathetic thieving excuse for a business trying to get my line re-connected. I won´t go in to details as I am sick of it but suffice it to say that the bills for my number are 100% up to date and it is another line, NOT belonging to me, that they have decided has debts that should be charged to me as I had that number in the past but did the baja in 2005........and never did the alta again..........nothing makes sense or matches up with anything, not addresses, names on the bill, bills they say I would have received but I never did as the address is not mine,and is not my old address and so on....and some 3 years after doing the baja I am supposed to have done the alta again and thus accumulated bills but I know I did not.
Finally after an extremely trying and frustrating day going around in circles starting with the out of the blue discovery I had no line......I managed to get my line reinstated and persuade Telefonica to accept a reclamacion and actually give me a reference number, but only I think because I phoned their numbers every few minutes repeated the story, made a nuisance of myself and they realised I would not go away and pay a bill that was not mine (over 200 euros) to have my own line, which they agree is fully paid up to date, re-instated.
Prior to that I heard a different version of events from everyone I spoke to..........the situation now is they have to present information and proof to me within the next 15 days as they still claim this other amount is my bill and I know it is not, it is not a number we have here. I cannot bear the prospect of another day like today dealing with lying muppets on the phone who read off a screen and have no interest in customer service so wondered what the actual number in Madrid is for a helpful person to complain to? I spoke to Telefonica in Madrid today and they told me they are proveedores only and do not deal with customers and only 1004 or 900 10 10 10 are customer "service" .
Spoke to OMIC who told me as I am autonomo and line is a business line I cannot use them but can get an abogado oficio from the town hall who will act for me free of charge...........as I am an empresa, but this still leaves me with no line, it was not until after 3 hours of persistent trying constantly phoning customer service number that I found anyone who would accept my reclamacion over the phone and give me a reference number and now past midnight I finally have a line again. I need the internet to be able to run my business.
I googled and simply encountered articles stating that Telefonica are the most complained about company for errors in invoicing and lack of customer service etc......but no one had a direct route to a dept with proper customer service professionals in it.
Please does anyone know? I will be making a denuncia against them as well but will give them their 15 days first. I am not sure my heart will stand the stress of another day like today and I absolutely refuse to be held to ransom by being made to pay a bill that is not mine, that I have never received as they do not have my address as the address for that number, that is a line I have never used (although they say there are call charges on it) simply to get my own line, fully paid up etc, working continuously.
Has anyone else had experience of this daylight robbery hold up by Telefonica? How did you solve it?
tell no one 