Topped my account 4 hrs ago, yet balance not credited
1 year ago
Good afternoon,
Would someone please help with the following case? Topped my balance at 9 Am, but it's 1 PM and the balance is still not recharged - so cannot use any of the services for half a day. I am not a German speaker, which already makes any communication with support hard, but tried my best so far:
- got no help in WhatsApp (no response since 9.05 AM),
- the English-speaking hotline number provided in spring now speaks with a voice of German-bot that doesn't get my German, and
- Magenta Chat is getting disconnected right after the very first message from an agent.
All in all, this situation is crazy. I saw some responses here from the Telekom-inside team, would be great if anyone could help fix this mess. Something is really wrong - first I didn't get any notification a few days in advance about an upcoming day of recharging, then this, and I have to pay for all calls even though I completed all steps required from my side.
Thank you in advance. If any tips on how to deal with such cases, would appreciate it a lot!
Best regards,
Tetiana
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3 years ago
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1 year ago
Hello @_Tetiana_,
I will gladly help you out.
We can call about this issue, but I first wanted to ask you how you have been topping up your balance before this.
Did you use our website ? If you have not tried it via one of the three options on our website, then please give it a try and let me know if it worked.
Please also provide me with a time frame of when I can reach you.
Kind Regards
Anna K.
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