ivant6900

I had telefonica for 3 years and everything was great until I moved house and transferred the line. Then the problems began. Eventually they had to cancel my contract and create a new one but that one got messed up by their internal administration so they had to cancel it and create another one. All in all it took more than a month and half and million phone calls before I received my service however with a twist. I only received the phone line and not the internet. eventually I decided to cancel it. I paid the last bill and cancelled the line over the phone, taking a reference number. Few months later I received couple of bills which kinda continued and even overlapped during the time after the cancellation. However my line was already even disconnected from the house by one of their technicians so obviously I refused to pay. They however claimed that I owe them the money for the service that I never cancelled, although after three months the bills magically stopped. Several months down the line I began receiving post from what turned out to be their legal department. I spoke with them, explained the situation but since they only had information from their accounting they refused my claims and I refused to pay. Since then I received several leters, completely ignoring them. In their last post however they claim that unless I pay they have completed the court paperwork and are ready to proceed. What do you guys recommend? Should I ignore it and behave as if I have never been served any paperwork?


Cheers

Rosemary

As Concierge for the Spanish section of BE I would like to say hello and welcome.

BE is a very large expat website, so if you have problems finding your way around we have concierges who will try to direct you. The moderators for the Spanish forums are Mitzyboy and Fred James, moderators are there to ensure that the site runs smoothly within the rules of BE. Problems and complaints should always be addressed to a moderador who will look into the matter and deal with it efficiently and fairly. Our members who post in the Spain Forums are friendly and helpful with a wealth of knowledge of the issues of living in Spain. At the top of the page you will find a quirkily named thread called Free Beer which is full of important and useful information. Hope you enjoy your time participating in the forums.

Please let me know if you need any further help.

Rosemary

Pocaloca

There is a state-run complaints service for telecomms companies:

http://www.usuariosteleco.es/Paginas/index.aspx

Once a complaint is lodged they have to act.

bigglesworth

I took an IPhone from Movistar on the explicit written understanding that it had to work from our house. They have/had a week or two week cooling off during which you can return the phone. It had no signal at the house, so I returned the phone to them the very next day. Or tried to. They refused to accept it, which apparently they can. the very next day they took the entire contract value from my account in one go and cancelled the service.
I did all the hoja de reclamacion stuff, got my gestor on to it and it went to a tribunal, who ruled that just because it had not worked did not mean it could not ever work and Movistar were therefore entitled to take the money. They should not have cancelled the service and they had to reinstate it. By this time the contract time had all but expired and the damn thing did not work anyway.
Phone companies everywhere are a nightmare, but Telefonica and Movistar are the worst.
I would change banks.

Elle1971

We have had a similar situation. Phone them regularly and keep complaining. Become such a regular part of their day that they will eventually sort it all out for you. Otherwise they will proceed with legal action, and this will have longreaching effects on your credit status.

Don't ignore the letters etc - hit them head on.

I assume you have copies of all your documentation? Do also keep an indepth diary of all calls you make - including the exact times so you can refer to them later on. Keep it calm, polite and succinct, as they record their calls too.

Good luck!

Elle xx

Porth

Hi obviously a few views on Telefonica which seem at odds with the advice I was given on joining this site ahead of our move in April to Javea. Like they are getting their act together.

As an aside do I have to get please an NI number before I can do anything like ordering ADSL and the like?

It has been a nightmare to get hold of anyone and yes I should speak Spanish but there is a distance of some 40 years since one had exposure to the language and today. In France there are English Speaking help lines for Orange and the like and it does work. Is there one please in Spain.

From first base Swiss cable in Javea are giving a good speel?

best wishes

Elle1971

Hi Porth - yes I needed to get a NIE number before getting the line. This may have changed recently... so perhaps someone else can advise.

You can also order online too but if your Spanish isn't great, you'll need a pal to help you.

Yes...Telefonica has Customer Service in English available too. Just ask for an English Speaking Operator when you call them. I have managed to speak to an English speaking Tech Support person there once... but only the once.

Elle xx

Porth

Thanks am grateful. Despite what people think about France it does work and I am not particularly looking forward to locking horns with the Spanish way of life. Very seriously if I had my way I would stay in France know it warts and all and being of a certain age do not want to spend some of my days fighting endlessly. Did that for a career in the law not to be encouraged now.

I am going to get the biggest calendar I can and cross off the months before returning to France. Not going to happen I am afraid I am under orders for France was my dream my wife now wants Spain as a dream.

ionie

Don't ignore the letters. They usually end with something like, you have x amount of time in which to appeal/complain. Always reply stating your case and copy everything to your local OMIC office and the Sec of State for Telecommunications. I did and won lots of money back from Telefonica but it took ages and stacks of letters and even a few threatening calls from Telefonica's lawyers that I just listened to and then said that I would write to them again restating my case.

VFR

I just used my passport number when I arrived & they are quite happy with that at Telefonica/Movistar. (better than most IMO)

Porth

Am grateful and this is very interesting everyone is saying no NIE number then nothing rien. However I had my French Bank manager confirm that photocopies of our passports were from the original and I now have two bank accounts in Spain. Sorry made a mistake one bank wanted the signed copies the other nothing! Problem remains long distance from France to Spain it is absolutely frustrating.

And again there is a special help line here with Orange. You give them 10 days notice of a house move and bingo when you move in all linked up!

I simply cannot be without internet (and not for trawling) for business and the thought of two to three weeks without it means essentially letting clients down.

bigglesworth

Porth, having made the move in the opposite direction (from Spain, now in France) IMO you will find the Spanish every bit as helpful as the French. Even more so if you make the effort to speak Spanish.
Banks, like banks everywhere, have their own procedures, and there is simply no choice about complying (just as in the UK and France). But the individuals in the bank will generally try to help you.
Spanish multinational companies - well they are another kettle of fish;.
But we found people warm and friendly, welcoming and helpful. From our short time there, (about two years) we still have several good Spanish friends, who visit us here, and whom we in turn re-visit there.
But we did have the good fortune to go to God's own part of Spain.

Domino

I have just been through a quagmire of Spanish beaurocracy and have never once had to show my passport, always given an un-notarised copy printed in the copy shop around the corner. So long as you are there at the time they can see it is you, even the Tax man (Hacienda) didnt blink at the copy.

most here will agree that you can even get by with a UK pictured driving licence for most things.

hope it goes well

or we will be without Porth for a few weeks

missile

It is not difficult to get an NIE, but you will need an address first.
I believe one can set up most (if not all?) bank and utility contracts using passport number in lieu of an NIE.

Spain is well served with internet cafes.

This is Spain, you will find some aspect better and others worse. If you continually focus on things which are better in France (like others who compare to England), you will be disappointed. 'vive la différence'

EsuriJohn

Any problems and get yourself a PAYGO DONGLE as an interim measure about €30 including some time online.