How to create a formal concerna and ask for compensation
2 months ago
Dear colleagues,
I'm a customer of festnet and mobile since several years,
on Tuesday 21/01/2025 I made an online purchase of a new mobile eSIM number, I made the legitimation video with a woman and all the steps (many platforms do not work and you have to uise specific browser...), finally I paid and I got a mail, confirming my bestellnummer XXXX. but nothing else...no timeline, no eSIM While a person who is making an online purchase for an eSIM in 2025 is expecting an immediate QR because i was already authenticated with a passport and I already have a contract with telekom. Instead, I got no communication. On 22/01/2025 I called telekom and people was rude and lied to me, telling me this is a problem of my bank (in a prepaid card??) or it requires an additional legitimation, or it'S waiting for the goverment approval, or hanging the call, or telling me to shut up, or holding the conversation for 45 min. The reality is my contract data was mixed up with the name of a lady who has nothing to do with me with (they even told me the name and surname of the other person) a breach of data protection.
As of 23/01/2025, I’m being told the QR will be sent by letter to my house (in 2025 we are printing a diogital QR for existing customers, compromising data protection, taking more than 3 days to deliver an electronic product).
After repeated calls, I got a mail with a new bestellnummer number YYYY, it took 4 days to clean up the data issue and then a QR was sent to me electronically.
in 2025 we should not accept a behaviour like this in a company, where averyone is allowed to misstread a customer who pays properly and uses an online platform to purchase a digital product.
could you please where can I write a formal letter to Telekom to request formal appologies and a compensation for such behaviours?
Note:
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2 months ago
@user_b65e3d As you already have left contact details with your profile, I will pass over your issue to the T-Team, which will contact you.
have last 6 Digits of your bank account ready for verification.
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2 months ago
Hello @user_b65e3d ,
I am very sorry for the inconvenience and the mix-up. That should not have happened.
The correct form for a formal complaint can be found here.
Kind regards
Anna
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2 months ago
@user_b65e3d
Mistakes can happen - anywhere.
4 days to solve a problem like this doesn't seem like a lot to me.
Whether you receive the e-SIM as a QR code or as a letter is solely the decision of the contracting party. If you don't like that, just choose a different contracting party.
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