Unrequested contract change

Question

Hi, we have been given a new contract with Telekom that we did not request. When I questioned this after noticing its inclusion on our monthly receipt, I was told that the cancellation period was over and that we were unable to cancel the product that we had allegedly requested. Only we did not request it. Our lack of negative response is not an agreement to a new contract. Our last message to you has not been answered. We made no request for this product and did not sign a contract for this product. The onus would be upon you to prove that we made request and show that we have agreed to the contract. We would like our previous contract and duration reinstated. Not a new contract, we want the previous contract with an end date of 23.11.2020. I will set out the series of events so it is clear what has happened.1) Recently we had problems with our internet connection - we had no connection. I used the webform to report this on 31.03.20 and request a Technician.2) We received confirmation of this request via email and SMS immediately.3) 2.5 hours later we received an SMS confirmation of the technician coming on 01.04.204) 10 minutes later we received an email with confirmation of connection by 04.04.20 with attachments. I opened one that showed an appointment on 04.04.20 at the latest 21:00.5) The technician came on 01.04.20 restoring our internet connection.6) On 01.04.20 we received a confirmation of the connection restoration via SMS.7) On 01.04.20 we received our receipt via email as normal😎 On 02.04.20 we received confirmation of our order that was placed on 31.03.20 via SMS.9) At some point after this we received a letter with Magenta M mit TV brochures telling us that we would be receiving the box and hardware soon. As we were not interested in some kind of corona virus special, we checked if it was something that we needed to opt out of, but it talked about our contract, we decided that we would wait and see if we were sent the harware for this different service that we had not requested. we threw the letter in the rubbish bin.10) On 04.05.20 we received our receipt for service with new charges for Magenta M mit TV and we immediately contacted Telekom via webform to clarify as we had not requested this service.11) On 05.05.20 we received a response that we 'had not cancelled within the cancellation period'.12) We immediately responded via email stating'Maybe you misunderstood. We didn't make an agreement about starting a new contract. We did not request Magenta M with TV and we did not sign an agreement to start a new contract. There is no contract. '13) On 06.05.20 we received the response'On March 31, 2020 did you have contact with us. Upon contact, the tariff magenta M home with TV was discussed and posted. For this order we have you an order confirmation to the email address _______ sent.We have not heard from you within the cancellation period.For this reason, we can change the contract until the end of the minimum term.'14) We immediately responded via email'On 31 March 2020 we had contact with you. During this contact our internet connection error was reported.Telekom Ticket: ********* - report of receipt of your error from 31.03.20 19:24When did we book this new tariff?! We did not have Internet, why should we request a change of our tariff? Please provide proof of our contact regarding the Magenta M with TV booking. Where is the record of the contact?'

wolliballa · Answer

@timothy..  Welcome to the Telekom-Users-Community.Your problem resolution definitely should have gone another way without contract change.Sure the team could sort that out for you ....You would need to complete your profile with contact data, otherwise no T-Member will be able to research and contact.And then sit back and wait until a team member steps in.https://telekomhilft.telekom.de/t5/user/myprofilepage/tab/personal-profile%3Atelekom-custom-user-pro...

Sören G. · Answer

Hi @timothy.., thank you for adding your customer number. Would you be so kind to add your contact number aswell? I will need to call you to make sure you are the contract holder. I am sure we will find a solution for this issue.Kind regards Sören G.

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