EXAMPLES OF COMPLAINTS HANDLED BY THE MEDIATION SERVICE
REAL-LIFE EXAMPLES
These examples give you an idea of some interventions by the Mediation Service.
Cancellation not processed following a house move
Following a house move, Mr M. switched to a new telecoms operator. Despite his efforts to cancel his old subscription and return the equipment, he continues to receive bills several months after the scheduled cancellation date. The situation has also led to the suspension of his mobile subscription and is complicating the process of transferring his number to his new operator.
Following receipt of the complaint, the Office of the Ombudsman has contacted the operator to understand the source of the problem. The latter noted that an IT issue prevented the cancellation from being confirmed, even though it had in fact been registered. Following a review of the case, the operator has taken steps to fully rectify the situation. The amounts incorrectly invoiced since the scheduled termination date have been cancelled and several credit notes have been issued. The total amount of the adjustment is €267,47.
Thanks to the steps taken by the Office of the Ombudsman, the issue was identified and rectified, enabling the customer to obtain a refund of the amounts wrongly charged..
Number porting
Ms R. has contacted the Office of the Ombudsman because of a delay in porting her number from one operator to another. Although the porting process was initiated on 3 March, the number is still not active with her new operator two weeks later.
When questioned by the Office of the Ombudsman, the new operator noted that an administrative error had prevented the number from being activated correctly. The matter has been resolved to Ms R.’s satisfaction, and her new operator has credited the legal compensation for the delay in porting the number – €3 per day of delay to Ms R.’s account.
TV disruption
Mr T. requested the assistance of the Office of the Ombudsman after several months of problems with his television. It keeps cutting out, the picture freezes, and recordings are not saving properly. Despite numerous appointments and attempts to resolve the issue with his operator, the problems persist.
Following discussions between Mr T., the operator and the file manager, an additional on-site inspection is arranged. The operator is replacing the set-top box and the entire television installation at its own expense, enabling Mr T. to enjoy the service under satisfactory conditions.
Malicious calls
Ms D. submitted a request to the Office of the Ombudsman after noticing repeated calls from an unknown number. The calls mainly occur in the evening and stop as soon as she picks up the phone. As she is in a dispute with her ex-partner, she is worried about these calls.
The file manager sent the list of the communications concerned to her operator so that a check could be carried out. The analysis confirmed that the number belongs to the suspect in question. The findings of this investigation have been passed on to Ms D., who will contact the police with the identification.
