complaint

Hello, @Mark Keane.

We have answered you here. We kindly ask you not to duplicate questions in different topics, in order to maintain the good organization of the NOS Forum.

Kind regards

To whom it may concern. 

I went to a store this afternoon to complaint about my bill that keeps going up. I asked the nice lady who attended me to  downgrade my package because there are some things in it I do not use at all. She said only people on the phones could take things out of my package but she would arrange for someone to call me later today. I asked her to get me a person who could speak English and she said that wouldn't be a problem. Of course the person who called me could only speak Portuguese but he was nice and polite and said he would transfer the call to an English speaker. He did it. He transferred me to the most arrogant and rude person I ever had to deal with. It was not what he said. It was how he spoke to me. As if I was his employee and I was disturbing him somehow. I told him he had a very bad attitude and hung up the phone. Botton line, my problem was not  sorted and I'm very upset about the whole experience. I want to know how can someone without any manners work in customer service? I pay a lot of money every month just to be treated like that. This company is disgusting and I'm really close to just cut the automatic debt and move on to another provider. 

Good afternoon @Gilby 
We apologize for the situation, this is not the experience we want you to have, so we will address this internally so that the situation can be verified.
Any questions you have, talk to us. We are here to help.

Best Regards,

no surprisre. I had the same so many times, I now get bill each month and ignore. Tried my best

Hello,  

I am reaching out to cancel my NOS subscription, but I am facing significant difficulties that I think are damaging the company’s reputation.

• First, I visited the NOS store in Cascais, where I was told that I would receive a call to process the cancellation. Although I did receive a call from NOS, no one spoke, and the phone just kept ringing all day without any response.  

• The second time, I went to the NOS store in Vasco da Gama, but they refused to cancel my subscription, directing me to call the NOS support line instead, claiming they couldn’t handle cancellations in-store.  

• Today, for the third time, I attempted to call NOS support. However, when I began speaking in English, I was told "no fala English" and was transferred to an endless hold.  

• Lastly, I visited the NOS store in Colombo Mall, where they created a document to cancel the subscription and scanned my residence permit. However, they asked me to pay 60 Euros. I don't understand why I should pay this fee. I even provided proof that I am permanently leaving Portugal, including a one-way air ticket to my home country. The representative insisted that I needed to provide a utility bill from my home country, which makes no sense, as I’ve been living in Portugal for nearly two years. I’m not paying utility bills in my home country, and why would I purchase an expensive one-way ticket if I wasn’t planning on leaving permanently? When I signed up for the contract, only proof of departure was required, and I have provided both my home country passport and a confirmed ticket. What more do you need to confirm my departure?  

Despite all these efforts, I am still unable to cancel my subscription and urgently need your assistance with this matter.  

Thank you.  

Hello @Babar Arshad,

Thank you for reaching out to us.

Please send us a private message to the @Fórum profile with your NOS costumer Number and associated NIF.

Thank you

Hello! 

Sure! 

We’ve received your private message @Babar Arshad, and will reply to it as soon as possible.

Thank you 

I GOT A CALL ON 19  SEP  17:39. AND THAT PERSON HAD RUINED MY LIFE, BROKE MY TRUST WITH NOS AND EVERYTHING.

I WAS HAPPILY ENJOING PLAN OF 52.49 WITH 20gb MOBILE DATA 2 SIM CARD EACH, 500 MBPS INTERNET IN HOUSE, SOME TV & FIXED LINE NOT USED BUT THIS WAS MY THING.

ON 19TH SEP 17:39 1 COLLEAGUE FROM YOUR NOS CALLED ME EXPLAINED THAT I WILL GET 40 GB IN EACH CARD + ROAMING 20 GB AND CALLS ALSO,  + I WILL GET UPGRADED GIGA WIFI 6 ROUTER, I AGREED ON THAT AND THEN I RECVD NEW SIM CARD AFTER 3-4 DAYS, AND WHEN I CALLED BACK TO NOS THEY TOLD ME YOU HAVE THIS THINGS, WHICH A GENUIS NOS COLLEAGUE DID NOT EXPLAINED ME. SO THAT PERSON EXPLAIN ME DIFFERENT THING AND UPDATED TOTALLY DIFFERENT THING IS THIS MY FAULT ?

I REQUESTED FOR THE REVERSAL OF PLAN ON  23RD OR 24TH S. THEY TOLD ME OK NP YOU WILL GET REVERSAL OF PLAN. I AGAIN CALLED AFTER A WEEK THEY TOLD ME STILL UPDATING, NOW THIS IS STILL IN PROCESS TILL 3 WEEKS NO UPDATE TILL TODAY, SO TODAY I CALLED AGAIN AND ANOTHER GENIUS PERSON ASKED ME I HAVE TO PAY 80 EURO MORE TO REVERSE THE PLAN AGAIN. AFTER LONG CONVERSATION GENIUS OFFERED ME SOME PLAN 63.99 I GET 120 GB IN 2 SIM CARDS WHICH IS TOTALLY USELESS FOR ME BECAUSE I HARDLY USE 4-5 GB IN WHOLE MONTH CHK MY PREVIOUS RECORDS. I TOLD HER I CALL YOU LATER FOR CONFIRMATION BUT GENIUSSSSSSS GIRL UPDATED CONTRACT. I DON’T KNOW WHAT IS HAPPENING.

I AM TOTALLY FED UP OF THIS NOS SERVICE. I FEELING SO REGRETFUL THAT WHY DID I PICKED UP THE CALL ON 19TH S 17:39, MAY I HAVE THE SOLUTION FOR THIS ISSUE. IT’S NOT MY FAULT AT ALL.

I JUST SIMPLY WANT WHAT I WAS HAVING PREVIOUSLY I DON’T NEED ANY UPGRADATION AND DOES CHANGE OF ADDRESS ALSO REQUIRE TO UPDATE THE PLAN ALSO I DON’T THINK SO.

Hello @YAGNESH KHAMBHOLJA,

Thank you for reaching out to us. 

Please send us a private message to the @Fórum profile with your NIF.

Thank you