Movistar Customer Service Issues

Today, June 30th, I experienced rude and incompetent service at Al Campo Motril store from 12 pm to 2:30 pm. The assistant only managed to help three customers in two hours. Their struggle to perform their job efficiently was evident, and they displayed rudeness, especially towards non-Spanish customers like myself. When I expressed my dissatisfaction with the lengthy wait, it seemed like they called store security. This young woman needs re-training. I have decided to avoid dealing with Movistar in the future and will share my negative experience on various English websites. It appears that Movistar may overlook these feedback, but customers like us who contribute to their wages deserve better service. It seems there is a trend of negativity towards Movistar online.

I have been using the same Movistar number, [redacted]02, for several years. Even after leaving Spain, I maintained it as a prepaid number. In October of last year, I added 50 euros to the balance twice, but when I tried to top up at the El Tablero shop in Gran Canaria on the 13th, the credit did not go through. Upon inquiring, I was informed that my number had been discontinued. I am confused as I thought a top-up should last six months, not just three. I am reaching out for assistance as this number is important to me and many contacts have it. I have always been satisfied with Movistar's service and hope to resolve this issue soon. Thank you, Maire G. McGovern

I have been attempting to cancel my landline contract countless times without success. The landline at my house in Es Capdella, Mallorca, is no longer needed following my mother's passing, and my parents no longer visit the island. Despite numerous calls in June, I was unable to reach anyone to cancel. During one conversation, a lady directed me to update my details online, but the system wouldn't accept them. I have been a Telefonica customer since [redacted] and expect better customer support. I am cancelling my contract under client number 2[redacted] 99 [redacted], registered under my maiden name, Sarah Tucker. Concerned about the lack of assistance, I have ceased the direct debit payments. Having consulted with my solicitor, I am prepared to take legal action if necessary due to the inability to communicate with a representative. I have a compelling case, my solicitor advises, as my calls were unanswered last summer when I tried to resolve this issue. Sarah Lakeman

I am experiencing multiple service issues with Movistar. I have had a landline in Nerja with Movistar for 20 years and broadband for over 5 years. Recently, I agreed to upgrade to an improved Fusion package, but I am having trouble scheduling an appointment for the technician to set up the new equipment. The main issue is that the internet is not properly connecting to our TV, causing interruptions in the service that Movistar provides. I am currently in Ireland and will return to Nerja on February 26th. If I provide you with further information, can you please schedule a guaranteed visit from your technician on February 27th? The level of service I have received so far has been very poor. I prefer to continue using Movistar, pending confirmation of the technician's visit date. Thank you, Brenda G.

I updated my details on their website to replace my old expired passport number from 15 years ago with my NIE number. Now, they have issued me a new contract that is twice as expensive, stating that the previous contract terms are no longer available. I did not request a new contract, and I wish to have my old contract reinstated as I never cancelled it. The subscriber, phone number, and address all remain the same. My telephone number is [redacted]12.

Subject: Equipment Return Issue - Movistar Sant Feliu de Guixols Regarding reference number [redacted]07, I would like to address the situation concerning the return of equipment for the line that was supposed to be canceled back in March [redacted] at the Sant Feliu de Guixols office. Despite the cancellation request, payments continued to be deducted from my account monthly. It wasn't until my visit in May that I discovered the contract was still active due to ongoing deductions. During this visit, there was no mention of returning any equipment despite the ongoing payment issue. In August, after repeated visits to resolve the contract cancellation and payment problems, it was finally mentioned that equipment needed to be returned – almost six months after the initial cancellation request. Unfortunately, due to a move in March and some items being misplaced during the transition, locating the equipment has proven difficult. The lack of timely information from the Sant Feliu office regarding the equipment return has caused significant inconvenience. We have faithfully paid for the contract and mobile phones for almost two years, and I hope this matter can be promptly resolved. Best regards, Peter H. [redacted] Calle de les Palmeres, Les Teules, Santa Cristina d’Aro, [redacted]

I'm Daniela Rudman, and I bought a prepaid sim card from Telefónica in Madrid on 9/14. I got the prepaid plan with 15GB of data for $20, valid for 30 days. Three days later, my internet stopped. A store in Toledo confirmed the plan was never activated. Telefónica claimed it was activated but had no customer service available. They directed me to another store in Barcelona, which couldn't help with prepaid sims. Frustrated, I gave up on having internet for the rest of my trip. I request a $20 refund for the unactivated plan.

My phone number is [redacted] in Miami, Florida, USA. Last night, I tried to send two recharges to Nicaragua and found that my phone had replaced the Mosvistar International app with a new one. I proceeded with the transactions, but neither of my two recharges went through. However, my credit card was charged for $10.00 and $7.00 under the name WorldChat App. Please let me know how you plan to resolve this issue. Thank you. Sincerely, JC

We are currently renting a villa for three months, and unfortunately, we do not have Internet access. The villa owner, who is in the hospital, is unable to pay the recent bill and cannot recall their login information. Is it possible for us to settle the outstanding bill to restore Internet service? The villa is located at Camino Agricola Romeral, number 5, [redacted]. I am able to provide a copy of the rental contract via email. Thank you, Sheila C. Email: [redacted] Phone: [redacted]96

I need to obtain a copy of my last bill from Movistar. After canceling my contract and direct debit, I was informed the account was settled. However, a recent rejected direct debit for 34 Euros indicates there might be outstanding charges. I am looking for a contact number or email for Movistar's customer service. Thank you.

My iPhone 7 Plus is no longer using data while roaming. I have a current contract with all payments up to date. Initially, it was functioning with the Movistar sin Fronteras program while traveling, providing 1GB of data on my Movistar account. Presently, when not connected to WiFi, many apps fail to operate. I have attempted various resolutions without success: removal and reinstallation of the SIM card, toggling airplane mode with a 30-second wait, a hard restart of the phone, powering off and on, and a network settings reset within general settings. However, I have been unable to restore my data connection on the phone.

Hello, I am looking to top up my Movistar sim card for internet use with a ZTE router. However, I only have the sim card and do not know the associated phone number, which is required to recharge online on the Movistar website. The numbers on the sim card are: 07[redacted]8 [redacted]. I appreciate any assistance you can provide. Thank you.

I purchased an iPhone 7 Plus in Mexico from a Movistar store with a pay-as-you-go SIM card. Upon returning to the UK and inserting my Vodafone SIM card, I realized the phone is locked to Movistar, causing it to not work. Despite visiting various high street shops and even consulting the Apple Store, I've been unsuccessful in unlocking the phone. Apple advised me to contact Movistar directly to request the phone's release, but I'm unable to find a contact number for them. Can anyone assist me in locating the necessary phone number to contact Movistar for assistance?

I need assistance with settling outstanding charges for two mobile numbers from our canceled Movistar/Telefonica contract in December [redacted]. Even though we stopped using the mobile numbers and our contract with Movistar ended, we continue to receive bills. We are unable to access our old Movistar online account to address this issue. Visiting the Movistar store at Carrefour resulted in receiving invoices without the necessary bank details for payment. Contacting Movistar online support also proved unhelpful as the bank could not process payment without specific information. We are willing to pay the amount owed but are struggling to find guidance on how to proceed with payment. Any advice on how to settle this matter would be greatly appreciated.

In December, we terminated our Movistar contract, primarily utilizing their fixed line and Internet services. Despite cancelling, our account was only closed for the fixed line, leaving two unused mobile lines still active and charging us. Unfortunately, we're currently unable to access our online Movistar account to rectify the situation. It has proven challenging to locate a standard bank account number to settle the outstanding balance. Our attempts to seek assistance through online support, the local Movistar store, and even our bank have been unfruitful in providing us with a clear payment solution for these unexpected bills.

I need to contact Moviestar regarding my Fusion subscription. I recently learned that I do not have optic fiber in my house, and the ADSL is very slow. Interestingly, my neighbors located [redacted] and [redacted] meters away from me have optic fiber. Moviestar claims I cannot have it, but the local operator in Ibiza mentioned that I only need to pass a cable. I require Telefonica to install fiber optic in my house and I am willing to pay for it. Can someone provide assistance with this matter? Thank you.

Hello, my name is Nathan Schulhof, and my Moviestar number is [redacted]. Almost every day for the past two years, my call gets disconnected while I'm talking. Initially, it produces a loud, irritating scratching noise before cutting off. I assumed it was my phone, but even after buying a new one, the issue persists. This suggests the problem lies with the cell line. I only speak English. Thank you for your assistance in advance. Nathan Schulhof

I am looking to switch my telephone and internet provider in Spain from BT to Movistar. I completed an online application and received the reference number: SE [redacted][redacted]. During the application process, I provided various personal details but encountered an issue when entering my address. The website requires searching for the address by postcode and street name. Unfortunately, my street has no name, so I worked around this, but the site generated an incorrect address that does not exist. I would like to rectify this error but have been unable to contact them for assistance. Can anyone provide guidance? Thank you, I. Clark.

I recently purchased a new Android mobile phone and initially activated internet services on it. However, due to minimal use as I have internet at home, I cancelled the service around October last year. My mobile number is [redacted]85. On March 13, I added 10 euros to my account but did not make any calls or texts. Surprisingly, I received a text from Movistar informing me that I was left with only 1.67 euros. The message stated the activation of a 5 prepaid fee for 4 weeks at 10 euros, providing extra data and call minutes. I believe this may be the 5 prepaid rate referring to additional data which I wish to remove as all I need is basic calling and texting services. Despite being a long-time Movistar customer, this deduction raises concerns, making me contemplate changing my service provider. I kindly request assistance in resolving this issue. Thank you, Anne Watson.

I visited the Movistar store in Benidorm on February 4, [redacted], to cancel my contract before moving back to the UK. I returned the router and Decoder on February 7, [redacted], as instructed, expecting my Direct Debit to be cancelled. To my surprise, upon my return to Spain after the lockdown, I noticed that 60 Euros had still been withdrawn from my account monthly. Visiting the shop recently, they mentioned the account was not canceled and advised me to call [redacted]. Despite attempts to call with my UK mobile, they explained that it needs to be done from a Spanish phone. They seemed unaware of my return of the equipment and the previous cancellation assurance. I have failed to reach [redacted] due to not understanding the automated message. Seeking assistance in resolving this issue promptly. Nombre: B. C. E. Clothier Direccion: C/Sierra Dorada 6B. [redacted] Benidorm NIF: Y[redacted]F Email: [redacted] Mobile: [redacted]