It may be due to dissatisfaction with the service provided. It may be due to balance in the household bills. Whatever the reason, that one arrived time in which it is necessary to terminate the contract with the telephone operator.

First of all, some of your rights. You can terminate your contract with your telephone service provider without paying a fine. Compliant Under the Consumer Protection Code, the customer can receive a refund for payments made in advance. Likewise, it is possible to obtain amounts related to losses and damages, if the product or service was not delivered with the promised quality. If there are overdue bills, the contract can also be terminated before settling them. Prepaid bills can be canceled when the line runs out of credits or has expired credits. This can be done within 60 days after the provider notifies the person about the situation.

In person and with the attendant over the phone

Cancellation of the contract with the operator can be done in person, by phone and digitally, with the help of an attendant or through self-service. And everything must be done quickly and easily, as Anatel determines. In person, the person can go to the operator's store to terminate the contract, with the attendants having to carry out the termination immediately or instruct how to do so through self-service.

Likewise, if the person prefers the telephone service option, when calling the operator, an attendant must immediately terminate the requested contract. It is important to note that the customer is not obliged to accept any imposition or abusive rule from the operator to prevent the service from being cancelled. In addition, it is important to request the service protocol number, which serves as proof that the request to terminate the contract was made. The operator must make this number available via text message or email within 24 hours.

Websites, apps and call centers

Operators' websites and apps have a specific space for customers. After logging in, the option to cancel online should be available on the first page that appears. In the provider's call center, the cancellation option will be on the first list of items that the customer hears when contacting the call center. If the person selects automatic cancellation, the operator has up to two business days to process the request. In the meantime, the contracted services continue to be charged as they are used.

Regarding combos, it is necessary to check what the contract conditions were when the purchase was made, as it is necessary to comply with the loyalty rules. Depending on the situation, there is a fine for failure to comply with the deadline. However, things change if the operator changes the service plan and the new terms proposals do not meet the customer's needs, who cannot be harmed by a fine. In some cases, the best deal may be to choose other offers or cancel the entire package. Anatel also has a list of frequently asked questions related to cancellations that can be accessed here.

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