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Urgent Assistance Needed for Incorrect Billing Issue After Contract Revocation within 14 days
vor 11 Monaten
Dear Telekom Community & Support Team,
I am reaching out to seek your assistance with a billing issue that has arisen after I revoked my contract within the 14-day cooling-off period due to unsatisfactory service. Here is a detailed account of my situation:
Cancellation Process:
- I canceled my contract within 14 days of activation (cancelled on 03.04, checked with agents via chat before doing this and was informed that I have time until 04.04) because the service quality was poor.
- Multiple technicians were sent to resolve the issues, but the service remained unsatisfactory.
- I followed the proper steps for cancellation as instructed by Telekom agents.
- I returned the router immediately and have the tracking number confirming its receipt by Telekom on 08.04.
Initial Assurance:
- I was informed by several agents that nothing needed to be paid as the cancellation was within the 14-day period.
- I even confirmed with an agent on the day the router was received that no further action or payment was required.
Incorrect Billing:
- Despite these assurances, I received an invoice for €17.04 a month later (06.05).
- After reaching out again and providing the tracking number and confirmation email of the router's receipt, the issue seemed to be resolved with bill invoice to €0,00, and I was told that this would be my final bill.
New Invoice:
- To my surprise, I recently received a new invoice for €212.70 (24.05).
- This contradicts the previous communication and promises from Telekom agents that everything was cancelled properly and no further payment was necessary.
Unfulfilled Promises:
- I was promised multiple times that I would receive a callback to resolve this issue, but after waiting, no one called me back. This is why I am writing here and hoping everything would be sorted out.
I have all the chat history screenshots with Telekom agents confirming the above details. If needed, I am willing to provide these as evidence.
I kindly request your urgent help to correct this billing error. It is concerning and stressful to receive such a significant invoice after being assured that nothing more was due. I hope this issue can be resolved swiftly and that this will indeed be my final bill as promised.
Thank you for your understanding and assistance.
Best regards,
213
16
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vor 11 Monaten
The 14 days have to be counted from receiving the "Auftragsbestätigung" and not the date where it got connected by a technician.
1
Antwort
von
vor 11 Monaten
Hi Marius AD,
Thanks for your reply. Before proceeding with the cancellation, I spoke with agents via chat to confirm the final date of the 14-day cooling-off period. I was informed that the deadline was 04.04, so I canceled the service on 03.04 and confirmed through chat that everything was in order.
Best regards,
Uneingeloggter Nutzer
Antwort
von
vor 11 Monaten
You revoked one contract (internet service).
But nobody told you, that renting the router is a second, independent contract?
Maybe the last bill is a contract penalty because of the early termination of this contract.
11
Antwort
von
vor 11 Monaten
Hello @cloudsun001,
the amount of 218.00 euros is correct. You do not owe anything more.
The amount will be credited back to you.
There are no more outstanding invoices. All invoices have been settled.
Once you have received the money, we can deactivate your account.
Just let me know when you received the payment.
Kind regards
Belana
Antwort
von
vor 11 Monaten
Hi @Belana M.
Thank you for your prompt response and for confirming the refund amount. I can confirm that I have received the refund of €218.31 in my account. I appreciate your assistance in resolving the discrepancy and ensuring that I owe nothing further. Also, thank you again for your help @Malte M.
As there are no outstanding balances and invoices, please proceed with closing my account and deactivating the direct debit as requested.
Thank you once again for your assistance and support.
Best regards
Antwort
von
vor 11 Monaten
Hello @cloudsun001,
perfect. So you're all set.😊
Your account will be deactivated automatically, because you do not have a contract with us anymore.
You're a very welcome. If you have any more questions in the future, let me know.
Kind regards
Belana
Uneingeloggter Nutzer
Antwort
von
Akzeptierte Lösung
akzeptiert von
vor 11 Monaten
@cloudsun001,
thank you for another pleasant call.
I have spoken to the relevant department and the credit note is on its way to you.
As requested, you will receive another confirmation for that.
If you have any further questions or concerns, please do not hesitate to contact me again.
Have a nice evening and a pleasant weekend.
Kind regards
Malte
0
Akzeptierte Lösung
akzeptiert von
vor 11 Monaten
Hello @cloudsun001,
perfect. So you're all set.😊
Your account will be deactivated automatically, because you do not have a contract with us anymore.
You're a very welcome. If you have any more questions in the future, let me know.
Kind regards
Belana
0
Uneingeloggter Nutzer
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