Complain About Kyivstar - learn how to file a complaint

Best ways to complain to Kyivstar

Honestly, getting a quick answer feels like a lottery. But here's what you can generally expect.

🔍 Tips to Get a Quicker Response from a Complaint

• Call during off-peak hours: Try calling right when they open or during mid-day on a weekday to avoid the rush.
• Use the app first: For simple issues, the 'My Kyivstar' app is your fastest bet and avoids any hold music.
• Have your details ready: Know your account number, phone number, and the exact date the problem started. Don't make them wait for you.

How to Escalate Your Complaint

If Kyivstar is ignoring you or gives you a useless answer, don't just give up. Your next step is to go over their heads. In Ukraine, the official body for this is the National Commission for the State Regulation of Electronic Communications (NCEC).

Before the NCEC will look at your case, you usually have to prove you tried to solve it with Kyivstar first. So keep records of your calls and chats. Filing with the NCEC isn't instant, but it forces Kyivstar to give a formal response. Be prepared to wait, though. A friend in Lviv said it took them nearly two months to get a resolution after filing, but it did eventually work.

Email Template to Complain to Kyivstar

Subject: Formal Complaint: Unresolved Billing Issue on Account [[Your Account or Phone Number]]

To Whom It May Concern,

I am writing again to resolve an incorrect charge on my account, [[Your Account or Phone Number]]. Despite contacting customer support on [[Date of first contact]], the problem remains unsolved and the incorrect amount of [[$Amount]] is still on my bill.

Frankly, having to chase this down and spend my time correcting your company's error has been incredibly frustrating. The issue occurred on [[Date of incident]], and I have already explained the situation to a representative named [[Name of Rep, if you have it]].

To resolve this, I require you to remove the incorrect charge of [[$Amount]] and provide written confirmation that my account balance is corrected. I need this handled within the next 72 hours.

Please be aware that if this is not resolved, my next step will be to file a formal complaint with the NCEC.

Thank you for your prompt attention to this matter.

[[Your Name]]

Pro Tips for Making Your Complaint Heard

• Ask for a reference number. At the start of any call or chat, ask for a ticket or reference number. If you get disconnected, it's your only proof.
• Request written confirmation. If they promise a refund or a fix over the phone, ask them to send a confirmation email or SMS while you're still on the line.
• Mention the NCEC. Casually dropping that you know your next step is the national regulator can sometimes make a support agent take you more seriously.
• Use social media with screenshots. One user on a forum mentioned they got a response only after they posted a screenshot of their ridiculous chat with the support bot on Facebook, tagging Kyivstar directly.

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