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The Superintendency of Industry and Commerce reported in a statement that imposed a fine on Claro for more than 197 million pesos after analyzing and evaluating the complaints presented by users against the company, which failed to comply with orders from the entity that told it to resolve inconsistencies.
Claro fouls
- Failures in the provision of voice and data services.
- The lack of duty to compare the payments registered by users with those that are in default.
- The omission of the expedition of peace and salvation.
Claro’s response
The company highlighted in a letter that although it respects and abides by the commitments it has with the Colombian authorities and laws, will present the corresponding remedies for reconsideration and appeal before the superintendency on this case, taking into account that, as indicated, it fully complied with the provisions of the authority regarding claims submitted by users in 2017.
“Claro works to keep Colombians connected and provide them with the best service and the greatest coverage in the country, adjusting processes to respond to the needs of its clients and with the purpose of providing better experiences,” the company said in a statement.
The ETB case
The superintendency determined that ETB also failed to comply with orders regarding the attention of its consumers’ complaints; for this, it imposed a fine of more than 124 million pesos in favor of the appeals presented by the users, therefore, he ordered the company to continue with the execution of the contract under the initially agreed terms and to cancel the packaged service.
“The fines imposed in both cases were based on the violation of the right recognized to users through the resolutions subject to non-compliance, as well as the ignorance of the authority with which this entity is vested,” the superintendent concluded in a statement.
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