He Ministry of Productive Development reported this Sunday that imputed to the companies Telefónica, Telecom and Telecentro for alleged breaches in the technical service, administrative failures and delays in the delivery of products.
The Undersecretariat of Actions for the Defense of Consumers It detected that 22 percent of the complaints filed during May at the Single Window for Consumer Defense Claims and the Service of Previous Conciliation in Consumer Relations were related to problems with communications services, becoming the item that received the most complaints .
According to the claims, both Telefónica de Argentina SA (Telefónica and Movistar) and Telecom Argentina SA (Telecom, Personal, Fibertel and Cablevisión) and Telecentro SA would provide a inefficient technical service because they do not solve the flaws in the telephone communications, nor the inconveniences in the TV and internet connections. In addition, the undersecretariat assured through a statement that the companies excused themselves in the restrictions imposed by the sanitary emergency not to carry out repairs, despite the fact that they have specific protocols that establish guidelines for entering homes, when it is absolutely essential .
The complaints to the three companies also pointed to administrative breaches since they would not carry out the processing of the withdrawal of the service or the change of plan in a timely manner and generate improper debts for the user.
In the case of TelefónicaThe delay in the delivery times of purchased products and problems with portability procedures were added, since it was indicated that the company does not send the chip, or does so with delays. However, the billing of the service is carried out as if the user were having the product as normal. In addition, there were problems with the execution of the guarantee of the products purchased, since the company does not inform and does not arbitrate the means for exceptional solutions in the framework of the pandemic.
In TelecentreFurthermore, users indicated that customer service channels are deficient, both by phone and via the web. Once communication is achieved, they set an appointment at the consumer’s address, which they fail on successive occasions. They even pointed out that discounts are not made for the periods in which the company did not provide the service.
For its part, the Secretary of Internal Trade Paula Spanish, on whom the Undersecretariat of Actions for the Defense of Consumers depends, indicated: “Formal consumer complaints are necessary to enforce their rights.” He also noted: “After analyzing the complaints and identifying the systematic operations of the companies, we are acting ex officio on behalf of all the victims and facing administrative or judicial actions so that the rights of consumers are not violated.”
The government pointed out that in the files, the complaints were added that allow us to graph that these are not individual problems, but are systematic practices that harm the rights of a group of consumers, and places them in a situation of greater vulnerability because these services became essential for daily life in the context of the pandemic emergency.
All the charges for alleged infractions of the Consumer Protection Law 24,240 were notified on June 25 and the companies have 5 days to exercise your right to defense.
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