What is more alarming is that only 2% of respondents believe that authorities protect the rights of the consumers against the possible abuse and fraud of mobile providers. 65% of the respondents say they don’t feel protected at all and 34% believes that the legal protection is minimal.
In addition, almost half (47%) of participants of the survey have reported that their mobile operator has charged additional fees of services they never have contracted.
43% have complained about customer service problems in the past six months and more than half (51%) haven’t received a satisfactory answer or a solution and 27% have not received any kind of respond of their complaint.
FACUA survey was concluded during September-December of 2012 and received around 7000 responses.