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Order still being processed but payment has been processed without any notice
vor 2 Monaten
Regarding order no.
Dear Customer Service Team,
I am writing to address an issue regarding my recent order for MagentaZuHause XXL Hybrid.
When I placed the order in mid June through Check24, a technician visit was scheduled.
However, as I was able to activate the router using the provided guide, the technician's visit was not necessary. Despite I answered 'no need to be checked by technician' on the phone calling from Telekom, but a technician arrived at my home while I was out of the house.
Currently my internet is working well without any issues. (only low level of download/upload performance, only 30% of max, I ordered 500MB) However, I noticed that my order is still open because the technician visit was not completed. Then I already reached out to the custmer service center by phone and explained them to cancel the pending technician visit and finalize my order status in the system. Unfortunately it's still 'processing'.
Furthermore, I was surprised to see that the first payment has already been processed, even though the order process reemains incomplete and I received no prior notification via email or post.
Could you please clarify why this payment was charged and ensure that my account status is updated correctly?
Additionally am I able to see an invoice of this payment and receive an email or a letter by post for upcoming payment?
I look forward to your kind reply.
Ordernummer entfernt, VoPo914
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vor 2 Monaten
Hi @hoowonjoo,
I will gladly look into this matter. When would be a good time for a short call with you?
During the call I will ask for your customer number (Kundennummer) and the last six digits of your IBAN to verify you as the customer.
Best regards
Sören
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vor einem Monat
Good morning!
I am available in the morning today.
Thanks.
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von
vor einem Monat
I am available in the morning today.
Good morning!
I am available in the morning today.
Thanks.
@Wiebke S.
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vor einem Monat
@hoowonjoo Thank you for the call. I’ve created a ticket now so we can get this resolved. I’ll get back to you as soon as I have an answer.
Kind Regards Wiebke
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vor einem Monat
@hoowonjoo
I'm really glad to hear that. 🙏🙂 For now, let any debits go through, since the credit will be applied later. If you reverse the debits, it could lead to complications down the line.
Best regards
Timur
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vor 30 Tagen
@Christoph Sch. @Timur K. @Wiebke S.
Dear Telekom hilft Team
I really appreciate your professional support!
Now the debit/credit are completely done and my contract looks fine.
Thank you all!
von
vor 30 Tagen
@hoowonjoo,
I appreciate the kind feedback! We are glad that we could help out. 🤗
Kind regards and you're welcome
Christoph
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Offizielle Lösung
akzeptiert von
vor einem Monat
Hello @hoowonjoo, thank you for the nice call. 🤗
After talking to my Teamlead, I was able to refund the whole amount. If you have any further questions, please let me know.
Kind regards
Christoph
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