Prepared from the official page
Mobily customer care is 1100 or 0560101100, Zain is 959 from a Zain line or +966590000959 from another operator, and stc is 900. Complain to the company first, keep the reference number; stc and Mobily say complaints are handled within 5 days. If 5 days pass without a fix, or it is closed unresolved, escalate it free to the CST.
Steps
- Mobily: call customer care on 1100 or 0560101100, or open a complaint ticket in the Mobily support centre (mobile, data line or fibre complaint), or file it at a branch, or through the customer care account on Twitter, mobily1100.
- Zain: call 959 from a Zain line, or +966590000959 if you are on another operator, or use the Complaints page on the Zain KSA website. Zain's Contact Us page also has a WhatsApp link.
- stc: call 900, or 966114555555 from outside Saudi Arabia, or send «مساعدة» (help) to 900. The customer number for complaint resolution is 0114525525. You can file and track the complaint in the mystc app, live chat on the website, my.stc.com.sa or customer service offices.
- Keep the complaint reference number: stc says it reaches you by text message, electronic message or paper, and Mobily says by text message or email. Keep it to follow up and escalate the complaint.
- Timing: the Communications, Space and Technology Commission says a complaint must be filed with the provider within 60 days of the bill date or of the incident, and that the provider's set period to handle it is 5 days. stc says it handles a complaint within no more than 5 days, and Mobily says it replies within 5 days at most.
- If you are not satisfied with Mobily's fix: reopen the request with the same reference number, and if 5 days pass without a fix, email info@mobily.com.sa with the ticket number.
- Escalating to the CST: if 5 days pass without a fix, or the company closes the complaint without dealing with it, open the Telecom Complaints Escalation service on the CST website, sign in with Nafath (National Single Sign-On) and fill in the form. Do it within 180 days at most of the closure or of the end of the 5 days. There is no fee, it takes 30 days, and the CST number is 19966.
- For a specific problem, Dalni's Phone and Internet topic has a page for each case: a wrong amount on the bill, slow or cut internet, cancelling a plan, or escalating a complaint to the Commission step by step.
Have ready:
- The reference number of your complaint with the company, needed to follow up and escalate
- The bill, contract or payment notices related to the problem
- The date of the problem or of the disputed bill
- A short, clear description of the problem
