Telephone claims are on the top once more and represent more than 30% of claims

March 20, 2019

The first position of the claims filed before OCU (Consumers and Users Organisation) in 2018 is occupied by the telecom sector, and telephone claims are the most repeated within the sector.

Ranking of claims

Claims by sector are distributed as follows:

Source: OCU

Main telephone claims

The main reasons for the customers to file a claim are not related to problems with the service provided, but to problems with phone bills, portabilities or contractual terms.

In short, the main claims are related to:

• Extra charges.
• Problems with services or lines deregisters that are invoiced.
• Subscriptions to premium services and third-party services.
• Portability requests.
• Breach of the commitment of permanence.

Ranking by operator

Claims by operator are distributed as follows:

Source: OCU

The graphic above shows that the operator with the greatest number of claims, Vodafone, almost triples the number of claims of the second one, Movistar. The next analysis that may establish their customer’s satisfaction will consist in determining the rate between the number of customers and claims.

Non-contracted services

A research carried out last year showed that 55% of Spanish people have been overcharged by their phone operator at some time for phone services that they did not request.

The solution for companies

According to Emprosoft’s experience, these patterns are also found in companies, as we have shown in some of the posts of our blog.

By way of example, many times, companies pay for phone services that they do not use any more, landlines or mobile lands that anybody uses and has not been cancelled.There are also oversized data lines or flat rates that do not produce savings, but quite the opposite.

Having a system capable of operating with large volumes of information and integrating all invoice data of the different telephone operators (voice and data) in a single TEM platform, and even comparing them with the data of in-house systems such as call centres or other communication systems, is the solution to keep an updated control and to avoid future claims as much as possible.