Movistar Customer Service Issues

I have been in touch previously, and unfortunately, there has been no progress. I am still in possession of three Movistar smartphones that I am unable to use as I do not use Movistar services. I purchased and paid for these phones, only to find out they cannot be unlocked, which feels like a scam. My request is for Movistar to either take back the phones and unlock them or provide me with three new unlocked phones. I reside in Spain, and many people seek my advice on various matters, including mobile phones. If I can steer even one person away from using Movistar, I would be pleased. Is there no regulatory body that oversees such deceptive practices? I apologize for reaching out again, but something has upset me today. I eagerly await your response. Best regards, Adrian B.

I previously had Movistar internet service in Madrid but had to suddenly return to the US due to the COVID situation. I am attempting to cancel my Movistar service. The apartment is now unoccupied, and despite the landlord's email, Movistar has not responded, leaving the service active. The router equipment remains at the apartment, with monthly debits still being charged to my bank account. Unfortunately, I have been unable to find a phone number to call, and the website's chat function is not working. Even my attempt to involve my CaixaBank advisor did not yield results as they were unable to contact Movistar on my behalf. I do not have my account documentation, relying instead on Movistar to locate the service address, but I am unsure how to speak with a live person.

I have been on the phone this morning with Camillo regarding our internet connection issue for the past two months. He mentioned the service was cancelled due to non-payment for April and May [redacted]. After paying €[redacted].16 today, I reviewed my bank statement and found we have made 35 payments to Moviestar since December [redacted] when our contract began. We are currently without internet despite paying double for two months. Given the current circumstances, we couldn't afford additional charges, leaving us in a tough spot for a payment we shouldn't have had to make. Can you urgently review my account NIE X[redacted]E TELE [redacted]35? Please reach out to me at my UK number [redacted][redacted] or through email at [redacted] Your prompt attention to this matter is appreciated. Best regards, Dale Brailey

My daughter requested to transfer her Fusion fibre service to a new address three weeks ago at Calle Islandia 1, Casa 19, Playa Blanca Lanzarote [redacted]. After waiting for 2.5 weeks, she received a message from Movistar explaining a delay due to technical issues. They mentioned query number [redacted]58 and that their technicians are working on resolving the problem. She is now seeking an update on the status of query [redacted]58.

I requested the cancellation of account [redacted]22 on September 17th. The cancellation reference number is 20D[redacted]63. However, payments for October and November were still deducted from my Sabadell account. I called on November 27th at 11:25 am and spoke with Astrid, who assured me a refund within 48 hours. Despite this, no refund was issued, and the December payment was also withdrawn. The customer service representative I spoke to recently claimed the cancellation was in November, not September, which is inaccurate. I was advised against canceling the direct debit due to potential debt implications on my other line at home, [redacted]94. Feeling frustrated with this situation, I am concerned that the upcoming January payment might be taken out as well. After being loyal customers of Movistar for many years at Manilva Beach, I am disappointed by the treatment I have received. As we are selling the house at Manilva Beach and no longer require internet or phone services, I urgently request resolution to this matter before the January payment is deducted. Currently, there is an outstanding amount of approximately [redacted] euros owed to me post-cancellation.

I spoke to one of your representatives in August regarding our phone line issue. Despite being promised a follow-up, I never heard back. Unable to resolve the problem, I switched to Orange for a month, then to Chiclana Wi-Fi. My phone stopped working in early August, and after contacting your agent with no resolution, I returned the router and phone to no avail. Ultimately, I changed providers to Orange and then to Chiclana Wi-Fi. I refuse to pay for a service I did not receive. Having been a loyal Telefonica and Movistar customer for over fifteen years, I am extremely disappointed with the lack of customer care. I will be in Tenerife for the Christmas holiday and will not return until January 7th.

Dear Sir/Madam, I am L. Bowie, the new accountant at the South African Embassy. I am seeking the December [redacted] invoice for client number [redacted]7/1. An amount of EUR 80.00 was debited from our bank account on December 1st, [redacted]. I require this invoice for record-keeping purposes. Additionally, I kindly ask that all future invoices be sent to me monthly at [redacted] Thank you.

I haven't paid my internet bill for two months, and now I can't access the internet. I don't have the landline number handy. I want to settle the overdue amounts right away with my credit card, but I can't reach anyone for assistance. I'm unsure why the direct debit failed. I have the NIE number and ID available. The account is in my husband's name, Volker Weicker.

I have been receiving bills for an internet connection I had in Casteldefells. Despite our attempts to pay, Movistar has been unhelpful. Please provide the necessary bank details for payment. We originally agreed to a Black Friday deal on 30.11.[redacted], but Movistar took one month to install the service. They missed three scheduled appointments, with the last one set for 30.12.[redacted]. The service experience was extremely disappointing. -M.K. Ikonen Avd Banys nos 47 Castelldefells Reference B[redacted]

I need assistance ending my contract with Movistar, but the process is challenging without Spanish proficiency. Visiting a store didn't allow cancellation; I was referred to call [redacted]. Despite efforts, language barriers made it difficult to get help in German or English. Multiple disconnections and long waits added frustration. Is there a direct line for non-Spanish speakers? Can I cancel online or in-store, contrary to the store’s instructions? The lack of service and communication during calls need improvement, especially catering to international clients. I appreciate your support. Regards, Dário.

In [redacted], we terminated a contract with Movistar. Despite the cancellation, payments continued to be deducted from our account. After multiple visits to the Sant Feliu Office, the issue was not resolved until six months later when we were informed about equipment that supposedly needed to be returned. By that time, we had relocated and no longer had access to the mentioned equipment. Although a refund was issued, we have discovered that a monthly fee of euro55.00 has been debited from our account for over a year. We have requested a refund for this amount, but are once again being informed about the equipment return. Given that we have not used Movistar services other than for two mobile phones, and all contracts were terminated years ago, it feels unjust for Movistar to retain a significant sum of money when we believed the matter was settled previously.

I am writing to express my distress regarding the monthly attempts to withdraw €15 from my bank account by TELEFONICA MOVILES. I reside in the UK and do not have any contract or phone services from your company. I previously had a Wi-Fi contract with you, not a telephone service. When the pandemic hit, I tried throughout the summer to contact your customer service to cancel the Wi-Fi contract without success as your English customer service lines were closed, and my emails went unanswered. Finally, a friend had to visit one of your outlets to cancel the contract and return the modem on my behalf, since I have never been a Movistar telephone user. The specific details are as follows: TELEPHONES TELEFONICA MOVILES SA VTA[redacted]13P05, €15.00 withdrawn on 10/03/[redacted], and the contact telephone provided is [redacted]2. Your continuous efforts to withdraw money from my account are causing me great distress, and I kindly request that you cease all actions immediately.

After a two-year absence due to the pandemic, I returned to my home in Spain on Sunday, May 16, [redacted]. Upon trying to set everything up, I found out that my telephone line, [redacted] [redacted] [redacted], had no internet connection. I contacted Customer Service on Monday, May 17, but the representative couldn't transfer me to technical support. Even though all payments were confirmed, she was unsure about the issue. She requested my mobile number, +32 [redacted] 40 45 67, then suggested calling the [redacted] number, which was not feasible with a Belgian ID. I attempted to file a report, but I needed a Spanish phone number for contact. Despite providing my official line, [redacted] [redacted] [redacted], in the form, I couldn't leave instructions for technicians to reach me. Incident CP2105XHIK5VEQ/0 was created, but I haven't been contacted. Today is May 19, [redacted]. If I don't receive any updates via email ([redacted] or [redacted]), I will consider switching providers. I appreciate your swift attention to this matter. Thank you for your cooperation and understanding.

We recently sold our house in Mallorca on 15.10.19 and promptly contacted Movistar to cancel our account. Despite being assured that the necessary steps had been taken, the account was not canceled. Unbeknownst to me, Movistar continued to withdraw €73.00 from our bank account until it was depleted, resulting in threats of legal action due to missed payments. Despite numerous attempts to rectify this issue, including calls from both myself and the lawyer involved in the property sale, as well as the intervention of a Spanish friend in Mallorca, the problem persists. I am seeking assistance on how to effectively cancel my account and cease any further unauthorized charges. It is my expectation that Movistar should refund all funds taken after the closure notification. Any guidance on resolving this matter would be greatly appreciated. Thank you. - Caroline N.

Hello, I signed up for Fibre at the Javea Movistar store in January. In March, technicians attempted to install Fiber to my home and my neighbors’, but couldn’t find the connection box. We've visited the store multiple times since then, but the person handling our case has left, leaving us uncertain about the progress. It’s urgent as we've been experiencing low power for months. We can't run the TV and another device simultaneously and are concerned about security. Despite paying fees, the speeds have been inadequate. We urgently need the Fiber connection sorted. Please escalate this matter to someone with the authority to address it promptly. Best regards, Mrs J. Hurley Cami de Sortetes, 43, Javea. [redacted]

Movistar Alert ⚠️ No matter how many times we visit in person, how many times we call, how many emails we send, and how many complaints we make, Movistar refuses to activate our cell phone and SIM card. We have been making payments since October 3, [redacted], €80 monthly for a service they won't provide. This could happen to anyone with their Customer Service! Serena

I recently had an optical fiber connection installed. Unfortunately, after a few days, my internet suddenly stopped working while I was working from home. Despite checking cables and restarting multiple times, the issue persisted. When contacting customer service, I faced difficulties being redirected to a technician with calls being cut off three times. Even when advised to call another number, [redacted], those calls kept getting disconnected. After many frustrating attempts, I eventually received a call offering an alarm system instead of assistance. After further delays, I was assured a technician would come to address the problem, but there was confusion with a non-existent phone number supposedly contacted by the technician. The lack of communication and conflicting information added to my frustration, making it challenging to resolve the issue promptly. I am currently waiting for the technician to visit again today, hoping for a satisfactory resolution.

I am having trouble accessing my account in Chile to close it as I no longer live there. I have tried using my email and password, as well as the temporary password provided but have been unsuccessful. Account Number: [redacted] Client: S.B. RUT Number: [redacted] I no longer require Movistar services in Chile and need guidance on closing this account permanently. Thank you.

Today, on 26 November [redacted], I visited the Movistar store on Calle Real in Estepona to have a sim card installed in an old phone. Accompanied by my elderly and wheelchair-bound 80-year-old wife, we faced a chilly wait outside. The younger employee mentioned the system issue, while the older staff member was occupied with another customer. I opted to wait for the latter, but the younger employee asserted I couldn't because we were the only customers present, not acknowledging my wife's discomfort waiting outside. When I requested a calmer tone, she proceeded to yell obscenities, greatly upsetting my wife. This level of disrespect and poor service is unprecedented in my 20 years with Movistar, prompting me to consider changing providers. I look forward to your reply. Thank you. Peter Elverhoi

Today, on 26 November [redacted], I visited the Movistar store on Calle Real, Estepona, to have a sim card installed on an old phone alongside my 80-year-old, frail, and wheelchair-bound wife. The weather was cold. The younger female employee informed me that their computer system was down and she couldn't assist. I offered to wait for the other female employee who was finishing with a customer. However, the younger employee insisted I couldn't wait inside as there were no other customers. I explained my wife couldn't wait outside indefinitely. The situation escalated when the employee started screaming obscenities. I requested her to lower her voice, but she continued, greatly upsetting my wife. This level of customer service was unacceptable, especially as a long-time Movistar customer of over 20 years. I am considering switching providers due to this incident. I look forward to hearing your response. It would be appreciated if the offensive employee could be prevented from direct customer interaction, and at the very least, an authentic apology would suffice. - Peter Elverhoi