Good morning,

I would like to share a troubling experience I had at your service center in the Vasco da Gama shopping center (Lisbon, Parque das Nações). Today, I visited the center to replace my SIM card, which had suddenly stopped working. Initially, the process seemed straightforward, and for a reasonable fee of 7 euros, I received a new SIM card.

However, when I returned home, I discovered that an unauthorized new SIM card had been added to my account. Returning to the center an hour later, I inquired about this with the employee. He assured me that I had agreed to the new phone number and declined the actual SIM card, explaining that this was necessary to increase traffic on each card.

When I asked why I would need a third card, given that I live alone and two are already sufficient, he could not provide a satisfactory answer. Moreover, when I questioned why he had not given me the SIM card, he insisted that I had only declined the card itself, not the entire service. This raises serious concerns, as such SIM cards can be used by fraudsters without my knowledge. I am aware that these SIM cards are sometimes sold on the black market and used for various scams.

I waited for the manager, who reiterated the same explanation and also could not address my question about simply fulfilling my original request without imposing additional services. Now, I find myself the proud owner of three phone numbers, despite living alone and having no need for more than two.

Instances like this, where services are imposed without consent and employees act without proper oversight, are major red flags for me. This incident has significantly undermined my trust in your service.

Thank you for your attention to this serious matter.