I am extremely disappointed with the way this contract was handled.
My current NOS contract is ending in two days, so I contacted NOS today specifically to discuss my options and see whether you could offer me a better deal before I decided whether to remain with NOS or move to another operator.
I spoke with your representative for approximately 1 hour and 15 minutes. During that conversation, we discussed adding a mobile number to my existing contract, and I agreed to proceed based on the information provided to me.
However, after receiving the contract, I discovered that the mobile number would actually be under WTF, rather than being a regular NOS mobile service.
This is extremely concerning because this was never clearly explained or mentioned during our 1h15m conversation. Had I been told that the additional number would be a WTF tariff/service, I would have been able to make an informed decision about whether I wanted it.
I consider this a serious lack of transparency in the sales process. The fact that the contract contains this information does not change the fact that the salesperson should have clearly explained the product and its conditions before I agreed to it.
I therefore request that you:
- Explain why the WTF service was not clearly disclosed during the telephone conversation.
- Provide me with the complete recording/transcript of the sales call, if available.
- Confirm that this new service will not be activated unless I explicitly agree to the terms after they have been properly explained to me.
- If the service has already been activated, cancel it immediately without any penalty or fidelization, since the product presented to me verbally was not the product I understood I was agreeing to.
- Provide a formal response to this complaint.
I expect NOS to take this matter seriously. I contacted NOS in good faith to negotiate the renewal of my existing contract, and I should not have to discover an important condition of the new service only after receiving the contract.
Please treat this as a formal complaint and provide me with a complaint reference number.
