Complaint Letter
Recipient: NOS Customer Service Center
Subject: Complaint and Request for Clarification Regarding Unauthorized Charges
Dear NOS Customer Service Team,
Greetings!
On January 22, I received a payment notification from NOS stating that I need to pay €54.69 for a charge linked to the phone number 96469693416, which I have never authorized. On January 27, I received another message indicating that this amount had been added to my phone bill. However, when I contacted your customer service team, I was informed that this number belongs to another operator and was asked to verify it myself. If this number indeed belongs to another operator, why did NOS send me a payment notification and include the charge in my bill? This situation has left me confused and unable to accept such an explanation.
I have repeatedly attempted to communicate with your customer service team through the forum to seek clarification and a resolution, but I have yet to receive a proper response. As an NOS customer, I believe I am entitled to a clear explanation of my bill and a reasonable justification for any charges. NOS has the responsibility to protect its customers’ rights and ensure that they are not charged incorrectly.
Therefore, I am once again submitting this complaint and request the following actions:
1. Immediately investigate the source of this charge and verify whether the phone number in question is in any way linked to my account. If it is not, please remove the charge immediately.
2. Provide a detailed billing record, including the exact reason for this charge, the charging entity, and any relevant evidence.
3. Improve the quality of customer service to ensure that complaints are addressed in a timely and transparent manner rather than being ignored or dismissed.
Please respond as soon as possible and provide a clear resolution to this matter. I appreciate your attention and cooperation.
