Good morning @johnson830528,

as promised, I am back with a final response:

I understand all your points and issues, but unfortunately we are not able to credit you this sum.

We checked also the ,,Service Montagenachweis" again and all the notes were left, but you signed this and the technician charged you this automatically when he/she makes some work on your network. You don't have to book it separate.

I am so sorry I couldn't have come with some better news for you. 😥

Kind regards

Christina P.

@Christina P.  Hi Christina, then you have to tell me the "personal installation" the technician did for me, this "personal installation" I didn't order(you can see in the order from your side) and he didn't inform me this while his visiting and at that time he directly told me to sign on his tablet and didn't tell me to read anything on his tablet. In last month, the staff from your hotline surely informed me I'll get a refund after the first bill, therefore, I cannot accept response you gave me that I couldn't receive any refund. Most "personal installation" related topic on this telekom community were successfully solved be refunding to the customer, so I don't know why I get this result instead. 

I think this is a deceiving act from your side, I'll looking for any legal action from now on. 

Hi @johnson830528 ,

I can understand that it's an annoying situation, but since the technician charged you for doing some work on your network and documented that, we're not able to give you a credit note. 

I cannot make any guesses about the validity of the colleague's response on the hotline. But my colleague Christina discussed the whole issue with her supervisor, which led to the final decision. 

Kind regards

Leona W.