Cancel my contract!

​@Berend M no. Nobody tried to contact me yesterday.

I’m thinking about using Livro de Reclamações and other tools to resolve that. The dialog with NOS doesn’t work.

​@Mikhail Butsenin what a disappointment.. I hate false promises.. Not sure if ​@João H. is responsible for that (don't kill the messenger) but I really hope he can force someone now.. Otherwise... 

Hello ​@Berend M and ​@Mikhail Butsenin,

We’re sorry for the situation.

We’ve replied to your private messages and forwarded a request for a contact in English to happen as soon as possible.

Thank you for your understanding.

Thank you ​@João H.!

Just to keep the history here - today I was contacted by NOS (I think so) - but it was that one hour in a whole day when I was driving and was not able to answer the call. That’s on me. Hope next week would be better

Thank you for your feedback ​@Mikhail Butsenin,

A new contact attempt will be made as soon as possible, and will be following up with the NOS team that will be making it. 

Share with us any question that may occur, we’re always available to assist.

Thank you 

​@Mikhail Butsenin ​@João H. Maybe NOS cancelled their own phone contract? Still no call.. 

​@Berend M 

I have an update for you.

So I don’t remember what day exactly my last report was about, but I don’t remember any tries of communicating with me on Friday last week. There was an attempt on Saturday, but when I took the phone and accepted the call it immediately was dropped by another side. Since that time there were not any attempts. 

Just today around 8:30pm I was contacted by the English line and I talked to the operator for almost 30 mins, mostly waiting for the operator to put all the information from me in the system (I hope so). The operator was nice and tried to explain and offer the better conditions, but I’m not interested.

But it is not the end. The operator said that their system has an issue and he has to call me tomorrow or Thu or Friday. We agreed that he will call me at 7:00PM.

I shared the reasons why I’m leaving - prices and that enormous period of the fidelity/loyalty. Probably I should have mentioned the system as well - forcing the clients wait again and again.

Will see. It is something at least.

For those who missed that - the topic has been started a week ago, it is a week after I initially posted the order to cancel the contract. Two weeks in total and it is not the finish. 

Will keep everybody posted.

​@Mikhail Butsenin ..slowly making progress. It seems like most employees are willing to help. But NOS has poor assist tools and redicoulus policies.. Seems like they want to frustrate customers who want to leave or change their contact.

By the way: if you want to keep your number(s) and change to another provider, you can just go to the new provider, tell them you want to keep your number. The new provider must take care for cancelling the old NOS contract. Please see: https://www.anacom.pt/render.jsp?categoryId=325835  (see point 5)

Regarding myself: I received a call tonight around 19.30. Elvio was able to help me, seems like it's sorted. Fingers crossed. Elvio, a nice and helpful guy, was indeed struggling with the system.. It took a lot of time. Most likely Elvio was calling you as well.

​@João H. I do understand you can only report and forward our issues,so not blaming you. It seems like it's now sorted for me. Thanks for your intervention. But I hope you can express to the persons who are responsible for this poor processes that improvements are needed necessary. 

Hello ​@Mikhail Butsenin and ​@Berend M,

Thank you for your feedbacks regarding this situation.

Your feedback is important to us so that we can continue to improve. We will address this issue internally so that it can be given the best possible consideration. 

Please share with us if any questions arise. We’re always available to help.

Thank you 

I would like to continue the report here.

So I was contacted by the English line on Dec 10. They said they have registered everything, but it is an issue in their system. Ok.

On Dec 11 I was contacted by another person who said my request was transferred to him (what?). I went through the same dialog, being asked why I’m leaving, etc. etc. I refused all the offers (I was even warned than only NOS has English-speaking support). Then the person said ok, your service is being cancelled, will be cancelled in the middle of December and until the middle of January 2025 I need to bring back the devices to any NOS shop. And also the operator mentioned that I need to sign something there. Ok.

On Dec 15 I went to the NOS shop and they said that they do not see anything cancelled, my services are still active and they do not know what to do with me (what?). I told about all the history with my calls and for me it looked like the manager dug deeper somewhere in the system and said “now I see”, gave me the Pedido de Cancelamento (of something like that) to sign. And said I’ll receive an SMS message when I should bring the devices. Ok.

On Dec 16 I was contacted by NOS again via phone, Portuguese-only operator, thankfully I convinced him to continue the conversation in Portuguese. He said “we received your request to cancel, why are you leaving?” (what?). So we went again through the whole dialog about the same - the reasons, the prices, fidelity, everything, this time in Portuguese. (another what?). Then he said “I’m cancelling your services and it will be on Jan 06…..oh wait….I see my colleague already put Dec 26 as a date of cancelling” (another what?) and so we agreed on that (NOS, you have all the calls being recorded, right?). Ok.

On Dec 17 I received an email saying your services will be terminated on Jan 16, bring the devices until Feb 16 (what?).

And you ask me why I’m leaving. That is why - total chaos and mess in your systems, information is not being shared among your own employees. They either do not know what they do or your system just ignores their actions. For me it looks like you don’t know how to work with reclamations.

So I started everything in the end of November. And only with my great effort pinging you, calling, waiting I have this - three dates, tons of equal dialogs. Hopefully it is the last date and I won’t be dealing with you anymore. 

Please correct if I’m wrong - all the operators lied to me via phone?