Over Christmas 2025 there was a great deal on offer to switch to Telekom. It included multiple hundred euros cashback bonuses and seemed too good to be true. After a few delays for the switch from Vodafone to Telekom appointment, it now appears my order has been cancelled without me ever being notified of this ... I can't be the only one? Has anyone had the same happen to them and if so, what was the solution? Details below:

1 week before the switch from Vodafone I got the first notification that due to technical reasons our switch would be delayed a couple of weeks. Then this happened again. During this time I noticed the prices in my pre-contract documentation had also changed (reduced price only for the first 3 instead of 9 months as advertised when purchasing - see screenshots). So I called and spent an hour on the phone in a heated conversation with the service person who said my deal didn't exist and that I had cancelled my order (which I hadn't) and that I have accepted the new price by not cancelling my order... After I called them out and asked to speak to a supervisor, I was told at first "they will tell you the same thing" and after I insisted they claimed to be the supervisor themselves. I asked them one more time and they checked with their "specialist service team" after which they were suddenly friendly, apologised that they made a mistake and said that they aren't able to (from their services side) see the online only (or through check24 - which they falsely assumed was my booking) deals or apply them. 

The call ended with confirmation that I will receive the original terms and that a new switch appointment from Vodafone would take place 13.02. I asked for written confirmation which they refused but said they have written it on my account information so any future service personnel will also see it. 

Since then I haven't heard anything from Telekom but noticed money had been booked from my account. After speaking to service just now I found out that this was a mistake to do with the router they sent and will be refunded, but also found out that all my orders are cancelled and if I want to switch to Telekom I would have to order again (assuming to a worse deal than was on offer when I ordered). There appears to have been no note of my call and anytime I communicate with Telekom i'm treated as if I never spoke to them.

Am I being scammed? 

Do I really need to make a new order with Telekom if I want to switch to them?

Why would I want to stay with them at this point?