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Telecommunications sector receives most consumer complaints

Playa del Carmen, Q.R. – The telecommunications sector receives more complaints than any other.

The Federal Consumer Protection Agency (Profeco) says that so far this year, this industry division has received the most consumer complaints with 33 filed in the first six months of the year, according to Marisol Buitrón Rangel, assistant representative.

He explains that most of the complaints are of consumer disagreements and mistreatment of customer service including overcharging for services and refusal to honor or cancel contracts.

The Charter of minimum rights for users of public telecommunications services outlines the rights of the consumer and their right to information.

The complaints are now in the hands of PROFECO and the Federal Telecommunications Institute, leaving it up to them to send letters of the charter to those who have filed complaints.

Aside from refusal to honor contracts, contract changes and errors were also common complaints as were unauthorized charges against accounts. PROFECO says they have an 88 percent rate of resolution success.

Last year, PROFECO received 492 consumer complaints of which 435 were resolved. Those complaints totaled 7.2 million peso of which 7.9 million peso was recovered to consumers. PROFECO says that most times, industry providers give additional compensation.

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