Hello, we need help with recalculating the invoice! it was charged in full while we still do not have Internet!

Question

Dear HilfeTeam,Apologies for writing in English - we just moved to Berlin so German is still work in progress :(. In short, we signed up for a Magenta XXL online on November 11, 2020. We got connected by Telekom on November 13, 2020. Then, on November 26, 2020, suddenly, our connection was gone. From November 26 until December 3, we spent hours on the customer service lines trying to understand what was the problem and whether someone can help fix it! Because we spoke mostly English, we were tossed around between different employees, with only a few trying to help but with no success giving us an answer as to why we have no connection. On December 3, we had a German friend over who spent another three hours on calls and we finally found out that we were CUT from the internet 'because of some suspicious/fraud activity online'. We were shocked, to be honest because all we did in those 13 days was to work/being in video calls and watch Netflix and HBO. On December 3, we sent a letter to Telekom in Bonn asking to inform us why exactly are we cut out of the service. We are yet to receive an answer on that so yes - we still do NOT have internet in the house.   In the meantime, we received an electronic invoice for 43 euros for the first month of service, due for payment today. We were surprised because 1. the amount seems incorrect - we had a discount tariff of 19.45 Euro +4.17 (gutschriften) + 6.78 euro for renting the router and 2. that we are charged for the entire month even if we only had the internet for 13 days, not because of us.  Can someone please help resolve this and recalculate the invoice? I am not successful over the phone at all!  Millions of thanks! Viel Danke! Mariana

tobias18 · Answer

Hi @Mari_Rostas, as I can see, your profile is already filled out. Please check, if your call back number in your profile is correct.Link to your profile: https://telekomhilft.telekom.de/t5/user/myprofilepage/tab/personal-profile:telekom-custom-user-profile-userdata After that, please be patient and wait a bit until someone from the Telekom-Hilft-Team will call you in english.Please mention also a time here, when you're available for a call. I'm sure they can help you and clarify the situation.

wolliballa · Answer

First of all, sad story so near to the holiday season.The only thing we can do in this Customer-to-Customer-Community is to escalate your issues to the T-Team.And yes, your invoice is expected tobe correct, als montly fees are always in advance, usage fees belong to past times.If line is not usable you may receive a deduct in one of the next bills ( according to AGB 11 days /p.a. are tolerable....Be patient  the team is busy these days.

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