Claro customer service — professional guide

Overview and corporate context

Claro is the consumer-facing brand of América Móvil across most of Latin America. América Móvil was established in 2000 and Claro as a unified commercial brand expanded rapidly from 2003 onward; the group serves hundreds of millions of fixed and mobile customers region-wide. For authoritative, country-specific information use the national Claro portals (examples: https://www.claro.com.br, https://www.claro.com.co, https://www.claro.com.ar, https://www.claro.com.mx) and the corporate site https://www.americamovil.com.

From a customer-service perspective, Claro operates a mix of digital, voice and physical channels: mobile apps and web self-care, 24/7 automated phone lines for critical outages in many markets, staffed call centers (typical business hours vary by country), and retail/service stores for in-person support. Regulatory oversight differs by market (e.g., ANATEL in Brazil, IFT in Mexico); those regulators set formal SLA timelines and complaint escalation routes that any customer should know when pursuing disputes.

Primary contact channels and what each is best for

Use the MyClaro app or the account area on claro.com.
A digital channel (app/portal) is the fastest way to check balance, pay invoices, download invoices (PDF), change a plan, enable/disable roaming, or open a ticket with attached screenshots. The app also contains live-chat in many countries and push notifications about outages and billing.

Phone and in-store channels are required for certain actions: password resets that require identity verification, contract terminations, hardware claims (warranty/replacement), and requests that need notarized or signed documents. For emergency network outages or fraud (SIM cloning), call lines identified as “emergency” or “fraud” immediately — most national Claro sites list those numbers prominently.

What information to have ready when you contact Claro

• Account identifier: phone number, customer ID or contract number (found on your bill). Have the last invoice amount and billing date available for verification.
• Personal ID: government ID number used at contract signing (CPF in Brazil, CUIL/CUIT in Argentina, NIT/RUT/RFC variants in other countries) and the registered address.
• Device specifics for technical issues: IMEI for phones, MAC/serial for routers, date/time of issue, screenshots of error messages, speed test results (server and sample times) and traceroute if possible.

Billing, payments, plan changes and fees

Billing disputes are the most common customer-service topic. Standard best practice: check the itemized PDF invoice in MyClaro, note the invoice number, the billed period and the disputed line items, then open a formal dispute via the portal or request a protocol number from phone support. Always record the protocol number and agent name — this is required evidence when escalating to a regulator.

Expect typical resolution SLAs of 48–72 hours for simple disputes and up to 15 business days for complex investigations, though local regulations may shorten or lengthen these limits. Automatic payments and credit-card re-tries are commonly processed 24–48 hours before the overdue date; late fees and service suspensions apply according to contract terms (review the plan’s “condições” or “términos y condiciones”). For exact prices and promotional plans check the national site (e.g., https://www.claro.com.br/tarifas or the corresponding local page).

Technical support and troubleshooting

For mobile data and voice problems, standard diagnostics the agent will request include: IMEI, signal bars, APN settings, and a simple isolation test (airplane mode cycle, SIM swap to a different device). For home internet (fiber/cable), prepare ONT/router status LEDs, event time stamps, and, if possible, a wired speed test. Agents will often ask you to perform a power cycle and, if safe, a factory reset of the router — do this only after backing up custom settings (Wi‑Fi name/password).

When you report a persistent outage, ask for: (1) a ticket/protocol number, (2) the predicted restoration window, and (3) whether a technician visit is required—and if so, the visit time slot and expected labor fee. If the issue is a reported line fault, request the exact fault code or technician order number to use when following up.

Escalation path and regulator complaints

• First level: speak with an agent via app/chat/phone and obtain a protocol number for any request or complaint.
• Second level: if unresolved in the stated SLA, request escalation to a supervisor or the “Customer Relations” (Relaciones con el Cliente / Ouvidoria / Ouvidor) department and note the new protocol number and estimated resolution date.
• Final step: if internal escalation fails, file a formal complaint with the national telecom regulator (examples: ANATEL in Brazil — https://www.anatel.gov.br — or IFT in Mexico — https://www.ift.org.mx). Provide copies of all protocol numbers, dates, and communications.

Retail presence, warranties and hardware claims

Claro retail stores (often branded “Claro Shop” or carrier stores) handle SIM replacement, in-warranty device exchange (subject to manufacturer terms), and accessory sales. For warranty claims bring the device, original proof-of-purchase (invoice), and a valid ID. Ask for a service order number and estimated repair/replacement times; common turnaround for in-warranty repairs is 7–15 business days depending on parts availability.

Remember: refurbished or replacement devices may be supplied during warranty processes. Confirm whether your warranty includes international coverage (useful for travelers) and keep copies of all receipts and service orders; these are often required to validate future claims or regulatory complaints.