‎English support not possible? Incorrect bill after contract extension

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English support not possible? Incorrect bill after contract extension

vor 5 Jahren

Dear all,

Apologies for the English but my German is not yet sufficient. I recently extended the contract for my internet in exchange for a reduced price for some months. Now I am being billed incorrectly at a higher rate than I have ever paid, without any change in service level. I have an email confirming what the correct price should be.

I tried to get support in the local Telekom store. They confirmed there’s an error with my bill but refused to help since I extended the contract online instead of in the local shop (which is extremely frustrating). They referred me to the same English support number I am always referred to but this has been disconnected for months at least (0800 33 01 080). The regular support line also does not offer English in the many attempts I’ve made.

Is it possible to get support In English for an incorrect bill? And is it really Telekom policy to refuse support in the local shops?

Thank you.

446

vor 5 Jahren
Hi @notty ,

as far as I can see, you've already completed your profile with your customer number an call back number.

Now wait for an employee of the "Telekom Hilft Team", they will call you and can help you also in english.

Best regards
Tobi
0
vor 5 Jahren
Hello @notty,

thank you for the call.
Like we discussed, here: https://www.telekom.de/kontakt/e-mail-kontakt/telekom-hilft-kontaktformular?samChecked=true you can send me the confirmation regarding the contract extension.
All further steps will be communicated via phone / this community thread.

Kind regards.
Nico B.
3
Antwort
von
vor 5 Jahren
Hello @Nico B.,

Thank you as well for the call. I have submitted my order confirmation showing the agreed price and order number, along with other documentation of pricing for the ordered service.

Best regards,
notty
Antwort
von
vor 5 Jahren
Hi @notty,

thank you for submitting the documents.
It seems, that you actually ordered a whole new contract rather than extending your current one.
The "Eingangsbestätigung" therefore wasn't and isn't valid.
The only relevant document is the "Auftragsbestätigung" in which the price you are currently paying (€44,95) is mentioned.
Now there are a few options on how we proceed from here.
Just a heads up, I can only show you the options, because we as Telekom-hilft don't maintain corporate benefits and contracts issued through them.

You can upgrade to a bigger contract (e.g, MagentaZuhause L mit TV) and receive the corporate benefits for that contract.
You won't be getting the prices you were shown earlier in the "Eingangsbestätigung" but, they will nevertheless be smaller than the ones you are paying now, and you are getting a TV-signal with it as well.
This could look like a strategic move, to get you to upgrade to a bigger contract, but this is the only option for you to receive those corporate benefits.
You have also exceeded the time frame in which you could've cancelled the contract / withdraw from it.

The other option is to just deal with the situation like it is now, without any benefits.

I didn't call you, because you seemed busy during the first one, but if you want me to call you, I will gladly do that.
If you have any other questions as well, please don't hesitate to ask.

Kind regards Nico B.
Antwort
von
vor 5 Jahren
Hi @Nico B.,

Thanks again for the reply and suggestion. I do not believe though that I followed any instructions incorrectly to receive the quoted and ordered price. The very first page on the telekom.de offer site includes the following description:

"Wer profitiert vom Angebot?

Neukunden Aufträge können sofort eingestellt werden.

Wechsler vom Wettbewerber Vertragslaufzeit beim Altanbieter bitte beachten.

Bestandskunden Bitte Wechselregeln beachten: Upgrade jederzeit (frühestens 46 Tage nach der Ersteinrichtung), Wechsel auf gleichwertiges Angebot erst zum Ablauf der Vertragslaufzeit (Auftrag kann 4 Monate vor Ablauf eingestellt werden)."

Since I was within 4 months of expiry shouldn't the third option apply? There is then only one option on the page to proceed: "Zur Dateneingabe".

On the next page there were two options: "Telekom Festnetzkunde werden" and "Telekom Festnetz-Tarif ändern". I chose the second option.

As a result I was quoted and received an order confirmation for a temporarily lower price and then a return to the price I've paid for the past 3 years. If there was an error in this process it seems to be on the part of the telekom.de website. Or at which stage have I selected incorrectly?

I appreciate that this ordering process is a special case. However this occurred exclusively on telekom.de with Telekom Deutschland GmbH.

Please do feel free to call. I will also submit screenshots of what I have just described.

Thank you.
notty
Uneingeloggter Nutzer
Antwort
von
Akzeptierte Lösung
akzeptiert von
vor 5 Jahren
Hello @notty,

thank you for the call.
I unfortunately can't help you regarding this situation.
The options, that are available to you, have been shown.

I am again very sorry for the inconvenience.

Kind regards
Nico B.
0