Afetados por falhas no serviço podem formalizar denúncia
O Instituto de Promoção e Defesa do Cidadão e Consumidor do Maranhão (Procon/MA) multou a operadora móvel Vivo em R$ 4.036.893,12. A penalidade foi aplicada após processo administrativo que apurou denúncias de falhas na prestação dos serviços cometida pela operadora de telefonia em todas as modalidades; de telefonia móvel, internet fibra e TV.
Após reclamações de consumidores que se sentiram prejudicados pela falta de sinal em diversos dias, o Procon/MA abriu investigação. Passadas as fases de resposta da empresa onde não atenderam a todos os requerimentos e não apresentaram fundamentos plausíveis, o órgão iniciou o processo administrativo que resultou na aplicação da multa, uma das sanções previstas no Código de Defesa do Consumidor (CDC).
“Iniciamos a investigação após recebermos denúncias de que os consumidores estavam sendo prejudicados com a falta de sinal da operadora. Além disso, qualquer interrupção não comunicada aos usuários, constitui infringência ao Código de Defesa do Consumidor”, informou o presidente do Procon/MA, Ricardo Cruz.
Caso o pagamento não seja efetuado, a empresa Telefônica Brasil S/A – Vivo estará sujeita à inscrição na Dívida Ativa do Estado, com subsequente cobrança executiva. A empresa tem ainda o prazo de dez dias para recorrer da decisão do Instituto.
O Procon/MA alerta ainda que falhas na prestação de serviços, como internet e outros, devem ser ressarcidas ao consumidor, como descontos e créditos em faturas seguintes.
“O consumidor deve ser ressarcido automaticamente em até dois meses após o evento de interrupção, respeitando o fechamento da fatura, de acordo com a Resolução nº 717 da Anatel”, completou Ricardo Cruz.
Os consumidores que foram afetados pelas falhas no serviço da Vivo podem formalizar denúncia por meio dos canais de atendimento digital do órgão, no site www.procon.ma.gov.br ou aplicativo VIVA Procon.
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