29.08.2024

ANCOM has received frequent complaints from prepaid card users, who are mainly discontented with losing their phone number for non-compliance with the providers’ top-up deadlines. In this context, the Authority provides users with useful information and recommendations for the optimal use of prepaid telephone and internet services.

Prepaid cards offer the advantage of a more rigorous control over voice and data consumption and, implicitly, of the costs associated with the use of these services. Moreover, the offers are more dynamic and users can easily opt for packages adapted to their consumption needs. However, those who choose such prepaid services should consider periodically topping up the card and, possibly, activating an option with additional benefits.

The rights and obligations of the parties in contracting services provided through prepaid cards are set out in a document called the General Terms and Conditions for the Use of Prepaid Services, which stands a formal contract. Thus, prepaid cards are used in accordance with the commercial offer available at the time of activating the tariff plan, while implicitly accepting these terms and conditions.

It is important to note that the methods of topping up prepaid cards, the validity/grace period of the card or the conditions for activating and reactivating options or tariff plans are established by each provider, based on their commercial policy. The legislation in the field of electronic communications does not establish concrete conditions for the provision of electronic communications services through prepaid cards, nor does it empower ANCOM to intervene in the way providers establish their commercial offers.

As a rule, after the expiry of the validity period of the credit/option, providers may offer a grace period, which starts on the day after the expiry of the validity period and during which the user can only be called and can call certain toll-free numbers. If the user does not top up the card before the grace period expires, access to all services ends and the card can no longer be used. In this situation, the phone number can be assigned to another subscriber, at the end of a 60-day quarantine period, according to the law.

Recommendations

Users are advised that before using a prepaid card they check:

• tariff plans offered by the provider, as well as valid promotional offerings: in addition to the standard tariff plans, during certain periods, providers may launch special offerings on certain options, depending on their commercial policy;
• the validity period of each option: the provider can set different validity periods depending on the tariff plans in its commercial offer;
• top-up means: depending on the chosen provider, the card can be topped up online, by adding credit in the providers' stores, using a recharge code, by credit transfer, etc.
• extra-option activation/reactivation term:  an extra-option can be activated automatically or by some user’s action, so one should wait for the activation confirmation before using the services.
• grace period: this varies depending on the provider and the offers available. 

Complaint-related info

If users have problems using prepaid cards, they should first contact their providers. If the General Terms and Conditions for the use of prepaid services do not contain essential information or if such information is unclear, users can contact ANCOM here. The providers’ breach of their own terms and conditions may be reported by consumers (residential users) to the National Authority for Consumer Protection.