[https://forum.nos.pt/gerir-produtos-e-servicos-18/are-you-seriously-trying-to-scam-us-all-37952](https://forum.nos.pt/gerir-produtos-e-servicos-18/are-you-seriously-trying-to-scam-us-all-37952)

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I need emotional support.

5 comments

  1. At this stage you better go to livroreclamacoes.pt, register yourself there, and file a complaint with Anacom on how NOS is violating your right to the free resolution of the contract under DL n.º 24/2014. The form should be self evident and I think there’s even an option to use it in English.

    Write the complaint in English and use DeepL to translate it (it’s pretty good with formal Portuguese – formal English translations). You can paste it here and someone can double check it for you, but it should be good as is.

    Once it’s filed there they have 15 days to respond, and Anacom will have to respond as well.

    Portugal is a wild west when it comes to consumer rights, especially in the telecom sector.

    Edit: fixed the link

  4. I have friends working at NOS, basically the timeline rounds up to something like this:

    – Store guy wanted his comission so he sold a service/product he should not have (apparently the store clerks are highly dependent on sales targets)

    – Store people cannot cancel contracts, only the phone cancelation department

    – When you call customer support you are transfered to someone who speaks English at the same department (billing)

    – Someone from billing calls you back but cant help so they transfer you to cancelation

    – Cancelation transfers you or asks for someone that speaks English, in cancelation, calls you

    – Once you actually speak English with someone in cancelation, and they are unable to convince you to keep your service, again they have to transfer to a second cancelation team to actually shut down your service.

    – If no english speaker is available here, the cycle just restarts

    What an awful, horriric service. NOS is well known for their shitty support but this is hilarious bad.

    The best course of action is writting a formal complaint, as stated previously.

    I would, however, be a bit hesitant on the 14 day grace period here, since you went to the physical store to request a product. This grace period usually applies to online contracts or if its outside the official store.
    Still, the shitty internet reception should be reason enough to cancel it, you should mention this lack of coverage in your house/area.

    Best of luck!

  5. Great that you’re having some nice comments here.

    I also recommend you write here: [https://portaldaqueixa.com/brands/nos](https://portaldaqueixa.com/brands/nos)

    Although it’s not legally-binding, it’s at least a “public complaint book”, and the companies usually resolve things when we finally write there, so go ahead!

    Don’t give up and keep giving them pressure.. These companies “need to learn”.

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