ANACOM Alerts - billing, debt collection and cancellation of services

As part of the “ANACOM Alerts” initiative, launched with the aim of reinforcing the information which this Authority makes available to consumers regarding specific sectoral topics, which reflect the main issues raised in complaints received, the following article was published on 1 October 2016 (in Correio da Manhã):

Billing and debt collection

  • If you disagree with the value of your communications bill, complain in writing. This is the only way to avoid the service being suspended.
  • If payment of services is requested 6 months after being provided, you may refuse to pay, provided you invoke the time-bar of the debt. Do this in writing and keep the receipt.
  • If you receive a summons (order) to pay an amount that you do not agree with, avoid attachment by contesting it in writing within the specified time period.

Cancelling a communications service is simple was the theme on 3 October of the "Tips for consumers” section in the Jornal de Notícias, with which ANACOM collaborates:

Cancelling a communications service is simple

Follow these steps:

1. Before cancelling, check in your contract, if it is subject to a binding contract period, how far in advance you should ask for termination of the contract and which documents should be attached.

2. Ask your operator to confirm that information and find out how much you have to pay to terminate the contract in advance.

3. The cancellation request should include user identification and the services to be cancelled. You can present this in writing, through any contact provided by the operator, or in a store. If the call center operator has a customer identity verification system, you can also cancel the service by phone.

4. After receiving the request for cancellation, the operator should request any missing elements in writing within 3 working days.

5. If the request has been properly submitted, the operator has 5 working days to confirm receipt in writing and inform you of the date of the cancellation of the service and how much you will have to pay, if applicable.