The arrival of prepaid lines helped to democratize and expand the use of cell phones in Brazil. After all, there is no need to commit to a fixed monthly bill and the user can add credit only when they want, right?
Actually, it's not quite like that, dear user! There are rules and, if they are not followed, the operator can deactivate the line and sell the number to someone else.
Lawyer and researcher at the Telecommunications and Digital Rights Program of the Brazilian Institute for Consumer Protection (idec), Fábio Pasin, explains that “Anatel’s regulation on prepaid mobile telephony service is set out in articles 67 and 72 of the General Regulation on Consumer Rights for Telecommunications Services – RGC (Resolution 632/2014)”.
According to Anatel, credits are valid for 30 days, but operators must offer the option of purchasing credits valid for 90 and 180 days as well.
“To know how long the consumer will be able to use the prepaid service without making top-ups and without having the service suspended, we need to know the validity period of the credits from their last top-up”, says Fábio Pasin.
Customer must be informed
According to the Idec lawyer, the operator can stipulate a validity period for prepaid line credits, with a minimum of 30 days, ensuring the possibility of also purchasing credits with a term equal to or greater than 90 and 180 days at reasonable prices.
Operators must provide consumers with a way to check their credit balance and expiry date in real time, free of charge, and when prepaid line credits are about to run out or expire, consumers must also be notified so that they can plan accordingly.
“If the validity period of the last recharge "If the credits expire (regardless of whether the credits have been used in full or not) without a new recharge, the consumer must be notified", says Fábio. This notification is the starting point for the recharge, otherwise the line may be partially or completely suspended and, ultimately, the contract may be terminated.
According to article 90 of the RGC, the consumer must be notified when the validity of the last recharge of the prepaid line expires so that he knows that he needs to make a new recharge.
If you do not put credit on prepaid line Up to 15 days after the first notification, the consumer may suffer partial suspension of the service. After 30 days after the first notification, if there is no recharge, the service will be completely suspended and, after another 30 days after the suspension, the operator may consider the contract terminated.
What happens in practice
No partial block, if you do not add credit, the consumer can still receive calls, but is prevented from making calls, receiving collect calls and sending text messages (SMS). Internet use is also suspended on the prepaid line.
When the total block occurs, the user can only make calls or send SMS to public emergency services, in addition to accessing the operator's call center.
Upon termination of the contract, the consumer loses the right to use the number and the operator can sell the line to another person.
When prepaid credit expires
Anatel explains that there is no need to despair! If the credit on the prepaid line expires, as soon as a new recharge is made, the operator must reactivate all credits, including those that have expired, ensuring the longest validity period. However, this rule does not apply to terminated contracts.
If the credits are recharged during the partial or total suspension phase of the account, the user will not lose the line and the operator must restore the service within 24 hours.
Image: Anete Lusina / Pexels / CC
