‎Order delay/ Verzögerung der Bestellung

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Order delay/ Verzögerung der Bestellung

1 year ago

Hello.

I have signed a contract for WLAN with Telekom via Check24. When I contacted the help center of Check24, they told me that Telekom would contact me by 07.12.2023. It's been almost 2 weeks, but I haven't heard from Telekom yet, except for a confirmation e-mail. I tried to make a call, but the instructions were in German. And I can't track my order as they haven't given my order/customer number.

What is the process like normally? How long does it normally take? What happens if I don't receive a mail or an e-mail?

Best regards,
Teymur Babazade.

Hallo.

ich habe einen Vertrag für WLAN mit Telekom über Check24 abgeschlossen. Als ich das Hilfezentrum von Check24 kontaktierte, wurde mir mitgeteilt, dass Telekom mich bis zum 07.12.2023 kontaktieren würde. Es sind bereits fast 2 Wochen vergangen, aber ich habe bisher nichts von Telekom gehört, außer einer Bestätigungs-E-Mail. Ich habe versucht anzurufen, aber die Anweisungen waren auf Deutsch. Und ich kann meine Bestellung nicht verfolgen, da mir keine Bestell- oder Kundennummer mitgeteilt wurde.

Wie verläuft der Prozess normalerweise? Wie lange dauert es normalerweise? Was passiert, wenn ich keine Post oder E-Mails erhalte?

Mit freundlichen Grüßen,
Teymur Babazade.

211

1 year ago
The date mentioned, December 7th, is tomorrow, so you might want to wait until then as the given timeframe is not overdue. Typically, orders through Check24 may take 2-3 weeks.

Did you receive the confirmation email from Telekom? If so, do you have an order number?

With this, the team in this forum can check what’s happening.

You would need to go to your profile and add relevant information, such as the order number, a mobile number for contact, and a suitable time window when you can be reached.

>> Profile <<
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Answer
from
1 year ago
I have received a confirmation email.

But as I mentioned, they provided me only with the last 3 numbers of my order number.

On Monday I talked to the help center and told them to call me after 7:30 p.m., but they haven't yet.

Answer
from
1 year ago
In the email you received, there should be a complete and longer order number. Is that the case?

I will inform the team, and they will reach out to you here. Please have some patience.
Answer
from
1 year ago
Hello @tmrbbzd, 👋

great to have reached you over the phone. As discussed, I've sent you an email with the latest information about your order. Everything I tried to explain to you over the phone is detailed there. 🙏 If you have any remaining questions, please reach out here. I can also arrange a callback with a colleague who is more proficient in English, if needed.

Thank you for your understanding. 🫡

Best regards,
Jonas
Unlogged in user
Answer
from
1 year ago
Hello @Jonas W.

Thank you for your call and clarification of some points.

Although I find it quite frustrating and unprofessional that Telekom was 2 weeks late to inform me about the credit rate (or creditworthiness) and that the relevant information was given after I reached out, I would like to contact someone to give me the reason behind this protocol.

Kind regards
Teymur Babazade.

1
Answer
from
1 year ago
Hello @tmrbbzd, 👋

I apologize for the letter not reaching you, and for not providing alternative notification. It is not in our interest for you to have to wait so long. Unfortunately, I cannot provide detailed insight into why the credit check turned out the way it did. We have a specialized department for creditworthiness-related matters, but they can only be reached by phone at 0800 5333250.

You may also find the information you are looking for in our privacy notice at https://www.telekom.de/datenschutzhinweise/download/002.pdf. There, you will find:

Does Telekom carry out risk assessments and does it work together with
credit agencies, for example Schufa?
Telekom carries out a risk assessment before concluding a contract if it is to
provide services that will only be remunerated later. The purpose of this is to
protect against payment defaults. For this check, we use data about you and
payment experiences from existing contracts, also with other companies of
the Telekom Group. This includes information such as your name, address,
date of birth and customer number, the term of your contracts, your order
history, payment transactions and sales figures. If information from our
group is not sufficient for a check, we also obtain information from credit
agencies and debt collection companies. For this purpose, we transmit to
them the name, address, date of birth and IBAN. If we receive data from
credit agencies or debt collection companies, we also use scoring if
necessary. This calculates the probability that a customer will meet his or
her payment obligations in accordance with the contract. Scoring is based
on a mathematically and statistically recognised and proven procedure. [...]

Please reach out to me if you still have any open questions.

Best regards

Jonas W.
Unlogged in user
Answer
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