Issue with invoices received for equipment but without an active contract
4 months ago
Hello,
I ordered an Internet access with Magenta TV in February 2025, but my order was canceled by Telekom and I have not received any equipment (DHL packed was returned by Telekom in their warehouse before reaching me due to Telekom order cancelation).
But, after 1 month I received an invoice for the equipment rent, even I had no active contracts, I opened a chat support case and they recognized the mistake saying that the DHL notification towards Telekom warehouse arrived late (after 1 month???) and they asked invoice support to call me but they are not able to speak english and I don't speak german, so my issue is still not solved, the money were charged from my card and here again another invoice came for a service that I never received or without any contractual obligation. Please help me to solve this nightmare.
I'm also interested how I can submit an official claim against this abuse.
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4 months ago
Please help me to solve this nightmare.
I assume that a teamie will get in touch with you - provided that in your forum profile you have stated your phone number and times you are reachable.
I'm also interested how I can submit an official claim against this abuse.
Talking to a lawyer might be the right approach for that.
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4 months ago
Hello @Tavishor,
thank you for the nice call. 😊
I will keep you updated about the process.
Kind regards
Belana
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4 months ago
Hallo @Tavishor,
Unfortunately, an error was made during the cancellation process. As a result, you will receive a compensation invoice for both devices. Once you receive it, please contact us again, so we can issue a refund. Unfortunately, I can only do this once the invoice has been issued. I can only apologize again for the inconvenience.
Kind regards
Belana
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3 months ago
Hello Belana,
Still not receiving the compensation invoice, but I received instead another information (via e-mail this time, not post) that for another issued invoice are not able to execute the payment. Could you please contact me in order to clarify this issue? And why I continue to receive invoices from Telekom for a service that was never provided?
Thank you,
Octavian
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3 months ago
Hello @Tavishor,
the amount will be credited back to your account.
Sadly, I cannot transfer the amount to a mobile or prepaid contract.
Kind regards
Belana
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2 months ago
Hello Belana,
Short update from my side..today I received back the credited amount on my card account.
Thank your for your support in solving this long lasting issue.
Regards,
Octavian
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2 months ago
Good evening @Tavishor,
thank you very much for this great feedback.
I'm pleased that you've now got your money back.
If you have any questions, please get in touch.
Best regards
Kathrin
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