English support not possible? Incorrect bill after contract extension

Question

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.

Nico B. · Accepted Answer

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.

tobias18 · Answer

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 regardsTobi

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