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Rita's Story

Unfair penalty to fee waived

Unfair Contract Terms
€350 fee waived
30 days

The Problem

Rita signed a 24-month contract for 500Mbps internet at €45/month. The actual speed never exceeded 100Mbps despite multiple technician visits. When she tried to cancel, they demanded €350 early termination fee.

Evidence
Contract
Speed Tests
Technician Reports
Day
3

Started with AnyComplaint

Rita documented the consistent underperformance and failed resolution attempts.

What speed did your contract promise, and what are you actually receiving?
500Mbps promised, but I never get more than 100Mbps. I've done dozens of speed tests.
If the provider consistently fails to deliver the contracted service, you have grounds for termination without penalty. The provider is the one in breach, not you.
4 clarifying questions
6 facts extracted
Day
3

Complaint Generated

A termination notice was created citing the provider's breach of contract.

Generated Document
REF: AC-2024-XXXX
Formal Complaint
O serviço contratado nunca atingiu a velocidade acordada de 500Mbps, registando-se consistentemente velocidades inferiores a 100Mbps. Face ao incumprimento persistente do contrato por parte do prestador de serviços, nos termos do artigo 801.º do Código Civil, exerço o direito de resolução do contrato sem qualquer penalização...
[...continues with formal structure, legal citations, and requested remedies]
Código Civil, Art. 801.º

Termination for non-performance

Lei n.º 23/96, Art. 10.º

Essential services regulation

Day
18

Company Response

After ANACOM intervention, the telecom company responded.

"Following review of technical reports and your complaint, we accept that service performance did not meet contracted standards. We will process your cancellation without any early termination fee."

— Customer Service
Day
30

Resolution

Rita's contract was terminated with no penalty. She switched to a provider that delivers consistent speeds.

€350 fee waived
Recovered
Contract terminated without penalty
No early termination fee
Free to switch providers
"

They tried to trap me in a contract for a service they couldn't deliver. The formal complaint with speed test evidence made their case impossible to defend.

RC
Rita C.
Vila Nova de Gaia

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