I am filing this formal complaint against MEO for their failure to provide contracted internet services, repeated misrepresentations by their employees, unfair business practices, and severe stress impacting my health, resulting in €5,000 in financial losses to my business and significant health deterioration. I request immediate termination of my contract without cancellation fees, full compensation for financial and health-related damages, and an investigation into MEO’s deceptive practices under Portuguese and EU consumer protection laws.
Summary of Events
On April 30, 2025, I visited MEO’s store in Cantanhede to arrange the transfer of my internet service (€31.49/month) to my new address in Santana, effective upon my move that day. The following issues occurred:
1. Upselling and Extortionate Practices:
- MEO staff attempted to upsell me to a more expensive package (€48/month, later €35.50), including unwanted TV and home phone services, claiming a single internet service required a €200 connection fee. When I requested contract termination, MEO cited substantial cancellation fees, pressuring me to stay. After 3-4 days of calls, a “cancellation department” representative agreed to maintain my original rate, but only after aggressive sales tactics.
- Due to MEO’s poor cellular service in Santana, I had to make calls from my roof or inside my vehicle, by driving away from the house to catch service, exacerbating my stress during this process.
2. Service Connection Delays and Misrepresentations:
- MEO’s unreliable cell service at the new house prevented their installation team from contacting me for the first connection attempt on May 7, 2025 (seven days post-move). I obtained a new phone number with another provider and spent 48 hours battling MEO’s customer service, receiving nine unfulfilled promises for callbacks. A second service connection attempt was scheduled for May 12.
- On May 12, the technician found no connectivity in the existing fiber cable, as the port had been reassigned to another residence. MEO stated that replacing the connection box would take 10-14 days, with a new attempt to be scheduled thereafter, extending the delay to three weeks.
- I requested callbacks from customer service, to resolve the issue, but none were made. On May 16, a representative (Lilia/Lilian) promised a status update by May 17, which never occurred. On May 19, another representative (Isa) promised an update by 22:00, also unfulfilled. Agreement with Isa was – if no call back will be made, for me to request cancellation of contract via their site, which triggers confirmation of cancellation fees, which I refuse to do.
3. Financial and Health Impacts:
- Financial Losses: The three-week delay (April 30–May 21, 2025) prevented me from operating my business, causing €5,000 in losses. I relied on MEO’s repeated promises, delaying a switch to another provider that could have connected in 48 hours.
- Health Impacts: MEO’s delays, lies, and aggressive practices caused severe stress, disrupting my sleep and weakening my immune system, leading to further health issues. The stress of battling MEO’s customer service, and facing financial losses exacerbated my health condition. This ongoing ordeal, while settling into my new home in Santana, has significantly affected my well-being.
4. Billing Misconduct:
- MEO refused to pause automatic billing, offering only a paid transfer to their billing department (€2/call). They suggested addressing billing post-connection, offering only a future bill deduction, despite my ongoing losses and health impacts. I requested one month of free service as compensation, which was ignored.
MEO’s actions violate the following laws:
- Breach of Contract (Article 798, Civil Code): MEO’s three-week delay and port reassignment constitute a substantial breach, causing financial and health damages.
- Fraudulent Misrepresentation (Article 253, Civil Code): Nine recorded false promises (e.g., callbacks, connection dates) induced reliance, prolonging my financial losses and stress.
- Non-Patrimonial Damages (Article 496, Civil Code): MEO’s actions foreseeably caused stress, sleep disruption, and immune system issues, warranting compensation for health impacts.
- Unfair Commercial Practices (Law No. 24/96; EU Directive 2005/29/EC): MEO’s upselling, misleading billing, and false promises are deceptive and aggressive, contributing to my stress and losses.
- Unfair Contract Terms (Article 15, Law No. 24/96; EU Directive 93/13/EEC): Cancellation fees and liability limits are unenforceable given MEO’s failure to deliver core services.
- Consumer Rights (Decree-Law No. 156/2005): MEO’s failure to address complaints and misleading practices violate ANACOM’s standards.
Demands
I request the following remedies:
1. Immediate Contract Termination: Cancel my contract for both my previous and current addresses without cancellation fees, per Article 432 (Civil Code).
2. Financial Compensation: €5,000 for business losses caused by MEO’s delay and misrepresentations (Articles 496, 798).
3. Health-Related Compensation: Additional damages for stress, sleep disruption, and immune system impacts caused by MEO’s actions (Article 496).
4. Billing Adjustment: Immediate suspension of automatic billing.
5. Investigation by ANACOM: Investigate MEO’s deceptive practices, including upselling, false promises, and unfair cancellation policies.
