The most common complaints were directed at mobile phone services, followed by broadband internet services, according to the Swedish Consumer Bureau for Telecom, TV & Internet (Konsumenternas tele-, tv- och internetbyrå, KTIB).
It is also common that customers contact KTIB regarding problems with contracts signed via the internet or over the phone, or with difficulties in trying to cancel a contract.
However, the number of cases involving broadband internet and IP telephony have fallen.
According to Mattias Grafström, CEO of KTIB, it is important that operators communicate clearly what applies when a contract ends,
“There is also a responsibility on the part of consumers to clearly verify this and other issues that one feels are important to avoid unpleasant surprises later on,” he said.
Regarding contracts that are entered into over the telephone or internet, it is common for customers to believe that they have not been informed of their cancellation rights or that they have been denied such rights.
Last year, customers appeared to have fewer problems with customer service than before. However, companies do not appear to have succeeded in improving customer satisfaction in terms of the treatment clients receive from customer services.
Many feel that their problems are not resolved even after repeatedly contacting customer service, according to KTIB.