Profeco: how to report phone, cable and internet failures

In the event that the Internet, cable or telephone services you have contracted constantly fail, the Federal Consumer Prosecutor's Office (Profeco) has set up two complaint tools so that users can make a claim and, failing that, be eligible for bonuses or refunds as the case may be.

Through its official Twitter account, the Office of the Attorney General indicated that service providers must reimburse or make refunds in the event that providers make improper collections or in the event that users have made overpayments. In such situations, service providers will have to resolve it within five business days of your claim.

If you fail to do so, you will be subject to a penalty and you will be obliged to return to users an amount corresponding to the interest that has been generated since the date of the claim. It is worth remembering that users will have up to one year to request the refund.

“If your service is not provided in accordance with the quality and conditions of the contract, or due to faults or undue charges, you are entitled to a discount of at least 20% of the amount of the affected period and the price of the service,” Profeco specified through social networks.

If you want to report to Profeco, you have two options: the first is to contact the Consumer Defense Offices (Odeco) or go to one of the establishments in person. If affected users opt for this option, they will have to contact the consumer's telephone number to find out which office is closest to their home and schedule an appointment there.

Once the appointment has been generated, you must submit the following documents to Odeco:

1. Name and address

2. Official identification

3. Proof of purchase

4. Name and address of the supplier

5. Description of the good or service claimed and the narrative of the events that gave rise to the complaint

6. Printed complaint form, which can be downloaded through the following link: https://www.gob.mx/cms/uploads/attachment/file/226748/Formato_de_recepcion_de_quejas.pdf

The second way to make the complaint is to review the participating providers of the Concilianet portal of the Profeco, where the complaint can be entered 24 hours a day, 365 days a year.

These are the steps to file a complaint through Concilianet, provided that the provider is registered in the online complaint resolution module, the list of which can be consulted here.

1. Sign up for the platform, get a username with your email and password

2. Enter basic information to verify your identity: name, contact phone number and home address

3. Attach an official ID digitized on both sides, it can be the INE, passport or professional ID

4. Make your complaint to Profeco and capture the data and information of your claim on the platform. Remember that the Attorney General's reply will be sent to your email within 10 working days and that you will be informed by this same channel if there will be a conciliation hearing to reach an agreement

5. In the event that the hearing is held, you must appear and the Profeco will assign the date and time of the meeting through Concilianet. There will be a virtual room where the consumer, the supplier and the conciliator will meet

6. You will need to evaluate the quality of the tool and the service to reach an agreement

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