denuncia de fraude/pirateria

Bom dia @Marta Nowacka, seja bem-vinda ao Fórum NOS. 

Estamos aqui para ajudar. 
Deste modo, para o podermos fazer, pedimos que nos diga qual o tarifário que tem contratado. 
Recordamos que pode consultar diretamente nas definições do seu equipamento em que aplicações existe um maior consumo. 
Muito obrigado

Boa tarde,

É “Plano Santander”.

I have it since 2016….And never this “elevado consumo” happened to me. I “used” 10 GB just in 1 day (few hours) while being in Portugal.  Isn’t it ODD? The minutes, I was receiving text messages from NOs that my pacotes are gone (one by one, just in few minutes of time! my phone was not in the use, it was in my bag, while I was driving the car). I guess -NOS- should pay attention what could have happened. I reported it to NOS right away. Zero answer. 

‘Estamos aqui para ajudar’ is just an empty slogan.

p.s. I do not want to change o tarifario. I want the exlpanation of this suspicious situation that had happened to me on the day of 9th of March 2023.

Obrigada,

Os cumprimentos,

Marta N.

Good  afternoon @Marta Nowacka,

I am sorry for the situation you describe.

Access to the Customer Area and the NOS App requires 2-step authentication, so for any access, an SMS with the confirmation code is always sent to your mobile phone. Learn more in our article:

• Como aumentar a segurança com a autenticação em 2 etapas da conta NOS ID na Área de Cliente

Do you know of any other user registered in your Client Area?

Thank you

Olá,

There is nobody else using my Area do Cliente. Yes, 2 steps authorisation.

I never used it before (there was no need), just after THE SITUATION apeared. Nevertheless-there is nothing usefull in this area. Just basic information. U can not change anything, U can not contact NOS. Nothing. 

Obrigada,

Marta N.

Good morning @Marta Nowacka,

Definitely we are here to help, so I suggest you to check the details of your consumption of data in you App NOS. In can case need further assistance please send a private message with your customer number to the profile @Fórum so the moderation team from NOS can check your case.

Thank you

Olá Jorge C.

I checked the details of “my” consumption many many many many many times (making my eyes BIG with surprise). And It is hard to believe that I used 10GB in just 10 minutes (national), in the moment   I was driving car and my phone was in my bag (not in the use). All updates as done during the night (phone pluged-in and on Wi Fi).

How NOS wants to help, as I reported it in ALL canals (Loja NOS in Alegro Alfragide, phone calls - transfering from person to person; formulario do contacto on Provedoria NOS- 4-5 times) starting from March 11th 2023???!!!! We are having today-27th of April 2023 and NOBODY contacted me in this issue!

The funcionario in Loja NOs Alegro/Alfragide (11th of March), told me that it is NOs technical problem and it is all solved (“do not worry”).

Very Very dissapointed with NOs.

Obrigada,

Marta Nowacka

Hi again @Marta Nowacka,

Please send a private message with your customer number by  clicking here so the moderation team of the forum NOS can check your case.

Thank you

Edit your comments and erase your info. Anyone can see it and steal it for unproper use…

Maybe u were using a 5G connection while u hade tracking or maps active on your phone on background use?? that would consume a lot of data…

um bem haja 

Bruno Alexio,

Thx for Your message.

I thought I was writing in private message….

I deleted my message, but it is still visible in your reply to my comment. Please delete your comment.

Obrigada,

M

Hello @Marta Nowacka,

Thank you for reaching out to us.

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

Than you 

Bom dia,

Yes, I got an reply from Senhor João H.: “After careful consideration, the content you reported in 'denuncia de fraude/pirateria' has been moderated, and the report has been resolved. Thank you for reporting, you helped us improve this community!”.

My problem IS STILL NOT BEING SOLVED and I still didn’t get any answer regarding reporting “elevado consumo” do Internet data on a day of 9th of March 2023. 

Usualy I was paying ar 8 Euro/month. And form March I got invoice with value of 137 Euro!!! Just in 10 minutes of time, I got 10 text messages from NOS, that I used 10 pacotes extra of Internet (at this time, my phone was’t even in use!, was in my bag). How is even possible to use 10 GB just in 10 minutes???

I, kindly, asked NOS to verify / analise the situation, as for me it is obvious that it’s is kind of fraud or NOS technial problem. I NEVER got any reply from NOS in that matter. The consumo went out of control. What if next month I will receive invoice with 1500 Euro, then 10 000 Euro etc. How can I prove, I didn’t use it? I really use the Internet on my phone minimally. Since 2016, 3GB, was more then enough for me. What had happened on March 2023???

The customer service, after purchase, doesn’t exist in NOS!!!! Is it even legal?….

My patience is over.

Today I will report the situation on DECO, especially lack of proper customer service from NOS.

To NOS- If you need to contact me- please write a message on Forum NOS. From now on-this is the only way, You can contact me.

Obrigada,

Marta N.

I am here to help You.

Hello @Marta Nowacka,

Thank you for your feedback.

The message you’re referring to is an automatic message regarding a report you did.

We’ve received your private message in the @Fórum profile and are analyzing this matter.

We’ll reply to your message as soon as possible.

Thank you