Two internet connection orders created for one single order
1 year ago
Hello,
I created a Telekom order for internet on 29 March 2024 from Check24 website. I immediately received a confirmation email from Telekom (Eingangsbestätigung - Ihre Bestellung bei der Telekom) with details of the order including "Bestelldatum" and "Internet-Eingangsnummer".
On the next day I received confirmation email for the contract (Bestätigung zu Ihrem Festnetz-Auftrag vom 29.03.2024) with the details such as "Auftragsnummer", "Kundennummer", appointment for installation etc. What was not noticed was that there were two emails sent at exactly the same time in the same email-thread, but with two different "Auftragsnummer". Since the appointment date for installation was not suitable for us, we postponed it to a later date.
We received the Routers within a week (without any prior information about shipping details from DHL), but the week after that we received another package from Telekom (this time with DHL shipping details informed over email). Additionally, the appointment guy came over at his predefined date and not at the postponed one. That was when I realised that there were two different orders created from Telekom. We asked them to cancel the second order whose installation appointment we had postponed.
The order was cancelled, but also subsequently informed to Check24 that we had cancelled the Telekom internet order. I absolutely have no idea which telekom order was linked to check24 order. Since the order from Check24 is cancelled, I also cannot claim any benefits/cashback from them.
I initially asked the customer support chat and they redirected me to call the hotline 0800 33 01000, but they have no idea why/from where the second order was created. The only thing the lady repeatedly told was that there were two online orders created no Matter how many times i tried to explain to her that I only created one order from my side. They redirected me to 0800 33 05399 which was of no help since it was some number for offers which was already expired. Then I came across @Telekom hilft Team to address the issue.
I want a written confirmation from you that both the orders from Telekom were indeed created for the single "external" order from Check24 so that I can claim my benefits from them. Else, I need the information about where/how the second order was created because I have only one Eingangsbestätigungsemail (which is for the order I created).
Thanks in advance for your response.
214
0
24
This could help you too
125
0
1
52
0
1
6 years ago
260
0
2
3 years ago
406
0
1
You might also be interested in
Request purchasing advice
Fill out our online contact form quickly and easily so that we can advise you personally in a timely manner.
View offers
Informieren Sie sich über unsere aktuellen Internet-Angebote.