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Movistar Mobile / No collection direct debits

1 Zona 81, Oficina de Correos, Velez Malaga 29700Torrox Costa, Spain
Contact information:
Phone: 0034608394280

My husband and I took out a mobile contract with movistar. Live 12. We had a mobile each. We signed the contract and direct debit forms so that the monthly charges would be taken from our a/c automatically every month. Movistar tried the wrong bank, the wrong bank a/c number to recover the first payment, March 2015, . They suspended our service. We were told to pay at the Correos, Post Office. We did. In April, they took the charges from our bank account. In May, they suspended our phones again and added 25 euros each to the bills, but didn't take the money from our bank a/c, we had to pay at the Correos. In June, the same thing happened. Each time, we checked our bank statements and called into the bank personally, and went to the Movistar office to complain. Now our July payment hasn't been taken from the bank, and we have done the same thing all over again. We went to pay the July bill at the Correos, but Movistar system was down, so we couldn't pay. Our phones were still suspended. Our accounts online show that Movistar have overcharged us for 'special calls', reconnection charges of 25 euros, three times, and we have a reference number for complaints. They now owe us 100+ euros, because we only spend about 5 euros a month on SMS, Data and voice calls. They have overcharged us for an extra 500mb of data every month. We only requested extra data when we first arrived, until our internet was up and running, but sensibly we chose another provider for that, an English one, not Movistar. You can complain to the DNi, which is the Ombudsman service, if you have a claim outstanding that hasn't been satisfied. We have had this problem now for 6 months, and it's still work-in-progress. Watch this space, as I am as wicked as a wasp because of their inefficiency. They have admitted to our bank that is was all their fault the money was not taken by direct debit, but they haven't given us our money back yet.

Jul 15, 2015

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