Subject: Urgent Complaint: Unresolved Contract Termination Issue & Poor Customer Service

Hello ​@James Henderson, welcome to the NOS Forum.

We appreciate your message and are sorry for the situation you describe.

We will help to look into the matter. Please send us a private message to the ​@Fórum  profile with your tax identification number (NIF).

Thank you

Dear NOS Customer Support,

I am writing to formally request the termination of my NOS service.

During the last five months, I have visited various NOS branches more than 10 times. In addition, I have spent over 5 to 6 hours on the phone with your support teams and made more than 20 calls trying to resolve this matter.

Despite all these efforts, not a single attempt has resulted in a solution. Neither was my account issue resolved, nor was I able to obtain a clear answer regarding the termination of a contract that I never personally signed.

At this stage, I no longer wish to use any services provided by NOS. I am extremely disappointed with the level of customer support and the amount of time that has been wasted trying to resolve what should have been a simple matter.

I am formally requesting the immediate termination of this service and written confirmation of the closure of my account.

I genuinely have to ask: how many times should a customer be required to contact the same company to resolve a single issue?

Customer Name: Soroush Mansour Afshar

NIF: *********

Address: ******************************

Hello ​@soroush mansour afshar, welcome to the NOS Forum.

We appreciate your message and apologize for the inconvenience. This is not the experience we aim to provide with our services.

To proceed with the cancellation of your services, the request must be submitted through the my NOS customer area. After the request is submitted, a specialized team will contact you by phone to assist with the cancellation process. You can find out more about this topic in our article:

If you have any more questions, feel free to share them with the community. We're always here to help.

Thank you

This is exactly the problem.

I never had a contract, and I do not have any account details or login credentials. Despite contacting NOS multiple times and visiting several branches, no one has been able to help me resolve this issue. I keep being sent in circles without any actual solution.

It is extremely frustrating that no one at the branches or on the phone can properly assist customers in English. If NOS cannot provide adequate support for international customers, then it should reconsider offering services to them.

Once again, you have not provided a solution. Instead, you are directing me to another process, which is exactly where the problem lies. Every person I speak to simply passes me to someone else rather than resolving the issue.

I am not asking for a new procedure. I am asking for someone to take ownership of this case and provide a clear solution to access and manage my service.

Regards,

Soroush Afshar

​@soroush mansour afshar all the information is here:https://www.nos.pt/ajuda/a-minha-conta/gerir-o-contrato/cancelar-o-contrato/como-cancelar-servico#precisa-saber

• Formulário de pedido de cessação do contrato. Este formulário tem de ser assinado pela pessoa em nome de quem está o contrato, e a assinatura deve ser igual à do seu documento de identificação;
• Fotocópia de um documento de identificação com assinatura. Se não quiser enviar fotocópia do documento, pode enviar apenas o formulário de cessação. Nesse caso, a sua assinatura tem de ser reconhecida num notário ou por um/uma advogado/a. Ou, em alternativa, pode deslocar-se a uma loja e preencher o formulário de confirmação de dados pessoais com apresentação do documento de identificação..

Os documentos podem ser:

• enviados através do formulário de email selecionado a opção Enviar documentos para cessação contratual
• entregues numa Loja NOS
• enviados por correio para o Apartado 52111, EC Campo Grande, 1721-501 Lisboa

just fill the form and send it via mail, or deliver it in a nos store. That is all. After that, consider your contract terminated. 

um bem haja 

Hello ​@soroush mansour afshar,

We understand the situation you have described and apologize for the inconvenience caused. 😟

To permanently cancel the contract, a formal written request is required. As previously shared by ​@Bruno Aleixo, this request can be sent by mail to the address provided, if you prefer.

Here on the NOS Forum, we can help forward your request to the responsible NOS team, who will contact you to proceed with your request.
If you would like us to do so, please send us a private message to the ​@Fórum profile with the NIF number associated with the contract and an alternative contact number.

We’re always available to help if you have any other questions.

Thank you