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