Long-term Customer Stuck in Communication "Loop": Language Barrier & Contract Renewal
Hello NOS Community,
I am writing this here as a last resort. I have been a loyal NOS customer since 2022, currently using a full package including Fiber Internet, TV, and 4 mobile lines.
While I have generally been happy with the service quality, I am facing a significant issue regarding my upcoming contract renewal (my loyalty period ends this June):
1. Price Discrepancy: Since 2022, my monthly bill has increased by over 80%. After comparing with current market offers, I’ve realized I am paying roughly 60% more than what other competitors are charging for similar services. I would like to stay with NOS, but I need a competitive offer to do so.
2. The Language Barrier "Dead Loop": I do not speak Portuguese. I have tried several times to resolve this:
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I visited physical NOS stores with a Portuguese-speaking friend.
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I had my friend call the helpline on my behalf. Each time, the staff logs my request and promises a callback. However, despite my friend explicitly telling them that I do not speak Portuguese, the specialized department always calls me back speaking only Portuguese.
When I cannot communicate on the phone, the case seems to be closed, and I am back to square one. This has become a "dead loop."
3. My Request: My loyalty period ends in June. I genuinely want to find a reason to stay with NOS, but I need a way to communicate.
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Is there a way to speak with an English-speaking representative from the Retention/Loyalty department?
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Can NOS accept my friend to handle the negotiation via phone while I am present to authorize it?
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Or is there an email/written channel where we can discuss the new contract terms?
I hope a moderator here can help me break this cycle. Otherwise, it seems my only option will be to switch to another provider that can accommodate my communication needs.
