Thank you, would really be grateful. Before reading this message, I tried today morning again by myself. A person in the German call back service (through chat) tried to put me through to English services. Unfortunately, the waiting time was around 30 min and I couldn't get through to a personnel. I had another appointment and left. Hope to hear from one of your helpline staff. Thank you!

I seem to be getting messages by SMS to "rate the service" and "give feedback" (according to Google translate). But no one called me...and my issue hasn't been sorted yet. I don't even know what the issue seems to be, what happened after the recharge, and why no data services. Yesterday, I went in person to the t mobile shop near here, where I bought the SIM card and made the contract. the person also told he couldn't figure out, started giving me the German hotline number, and when I told him about the language issue, he asked me to come back today, he would call and find out. I'm a bit concerned because I've been without the data services since 8th, I started contacting about this since 9th.  Since I'm new to the system here I don't know what are the typical waiting times. 

Finally figured out. I had to go to the shop in person and the person made a call to find out what happened.

I had recharged magenta L with 15 € on Wednesday. Immediately i got a message in German at 1057, which was translated by Google as recharged for 15 euros.  I made my first call at 11:00. But apparently, the message I received was not the actual confirmation. So, my calls were being charged. I didn't know this. Nor did I know I had to wait up to 1 h to receive the "actual confirmation" to start using the 2 GB data and 300 Min. I started asking about this since Thursday and have been going around in circles not knowing what was happening. Because no one would speak to me...chat/hotlines. Meanwhile,  I have also been "automatically signed on" to 50 MB per day at 1,95€. I didn't sign up for this or agree to this. Therefore, T-Mobile has been charging my calls and internet, and "could not recharge Magenta L" because there was "not enough balance".

I'm sorry, but this seems not right or fair. 

I still haven't received any call from your personnel.

I couldn't get through to any of your help line by chat, hotlines and the English services how much ever I tried as a two-month resident in this country. With no German skills. Can't speak the language in 2 months....

It's not that I don't want to learn the language or am not putting in effort as a single person, moved in to Germany from Japan during a pandemic, while trying to get settled in a new country, working full time....minimum 45-50 h a week. Besides, I've tried to integrate in other countries...like japan (lived there for 8 years, learnt the language from scratch). 

But this seems to be not just language issue, but strategic miscommunication and lack of service. Or empathy  or care. I hope t mobile sees that I have tried my best....as a customer to get in touch to try  to understand the issue....

I don't think I want to continue to be your customer. Even though the shop assistant was polite and helpful. But the entire system seems very unhelpful, also giving the vibes of severe lack of accountability to customers.

I had to recharge extra 7 euros to once again qualify for Magenta L. 

I tried your prepaid to test waters...if I want a long-term contract. Nope.

Thanks, @Carolin L. For the humane response.

I'm sorry....I still actually can't understand how to check my balance.....and if your 15 euro re-charge has worked. I haven't got a SMS about this yet. I'll check it online once I get to a computer. I can't seem to do it on my mobile (translate not working).

I paid for the initial recharge of 15 euros by PayPal on 8th. And for the 7 euro recharge by cash today at the shop.

I haven't uploaded a bank account...or created a sepa debit (i.e., automatic top-up) because that's a different mess. I can tell tales...of the bank accounts, how difficult it has been to create  even one even though all my papers are perfect (permanent contract, full time work,  proper visa, etc.), and the various levels of mess the various bank account applications are in because of the craziness of banks and the postal services (for starters my debit card was lost by post...among the other things the postal services lost just in the past 2 months, even though my name is on the postbox, etc.).

Apologies for the rant. I'm overwhelmed. With my own life situation on top of everything that is difficult about settling into a new country. Have lived major chunks of life in 4 different countries....I thought I'd have become steeled to all the curve balls. Alas... honestly, it's been the craziest I have seen. Didn't expect this level of craziness.  I know a pandemic makes things difficult. But honestly, it's more than just the pandemic that is leading to have things go very wrong. 

Sorry for that social commentary.

Can you please give me some time to get back to you on this (Monday latest) with bank accounts, etc. And how to process the refund?  

I'm just severely exhausted with everything including this episode with Tmobile. Didn't want to share my life story here...well..

Also, the current validity (of my 7 euro recharge) seems to be about only 3 weeks. Not 4 weeks....until 3-jan. Whether counted from today or 8th December. Which was also very surprising!

Hi @Carolin L. 

Just checked my account on the website.

I dont think your top-up of 15 euros has worked yet.

My account says ~ 16 euros [i.e., from my 15 euro paypal top up on 8th Dec MINUS amount lost on calls + surfing PLUS 7 Euro (cash) top up today at the store] . Valid for about a bit more than 3 weeks.

Perhaps, the re-charge from you will take time till Monday to be credited? 

Will wait and see. 

Thanks again for trying to help. Hope it works out.

Hello Raj,
It is nice to see that my report to the Telekom team and thanks to the work of @Carolin L.  i s finally becoming a success.

I have the feeling that the German bureaucracy is very intense and very bloated.

It's time to change.

Many greetings

Indeed, @juergen3004 . thanks for putting a word through. And really god work by @Carolin L. 

My advice for anyone out there - new-arrivals with limited/no German language skills - until we get our ropes with the language and the system, recommend posting here in the community.

The service is much faster and easier to approach than by chat/hotlines.

@juergen3004 - your comment on bureaucracy - unfortunately, I have to agree in my short experience. The system seems unhelpful for natives, and 100 times more difficult for foreigners (depending on language skills, EU presence, passport strength) in every sector I have had the necessity to rub shoulders with. Post, banks, taxes, hospitals, transport, government agencies, unfortunately - T-Mobile. Dont know why things have to be so complicated, difficult, time-consuming, chaotic. 

There are ways to balance security, safety and good record keeping with good customer service and making systems that are convenient for people to use without ripping money off and making them put in an insane amount of effort for peanuts! 

Honestly surprised. Didnt expect this level of craziness. Most expat columns and my research online before moving didnt point to this!

Also, most in-person "advice"/response I got here (after having moved) when I expressed (not complained) that things are difficult and complicated with proof - was disbelief and "it shouldnt be that difficult, because two years ago...I just had to....walk in/call/email...Most people can deal with you in English".

I now think most people were talking about moving to Germany from within EU or from non-Eu countries with stronger passports.  And before Corona times.

These dont apply in my case.

Guess after two months here, I got tired of such repeated responses coming from a vantage point, without empathy or even understanding/attempt of understanding of (my) reality. Even though I was making every effort to get things done, trying to understand and navigate the system by myself without disturbing other people.

In this context, really glad and appreciate @Carolin L. for handling my case well with empathy and humanity. Kudos! Thank you!

@Raj 

Thanks for the honest words.

Many greetings

juergen3004