‎My prepaid SIM card not belongs to me, how to solve this strange problem? Thanks

Telekom hilft Community

Telekom Business Community

Private customers

Telekom Shops

Contact

Solved

My prepaid SIM card not belongs to me, how to solve this strange problem? Thanks

3 years ago

Hello Ms. / MR .,

I buyed a prepaid SIM card for my child. The SIM card is normal.

When I login to Telekom website to change tariff for my child, I meet problem.

The SIM number is listed in my numbers list. It is strange that I am the user of the SIM number, while I am the owner for other number.

For other number, I can change tariff by myself. But for my child's number, I cannot do anything except topup.

I visited Deutsche Telekom shop for several times, but they told me that they cannot handle this strange problem.

Anyone can give advice for it?

Thanks a lot.

BR,

Qian

307

3 years ago
@y2021

You already opened a case on that issue, however it is not resolved

https://telekomhilft.telekom.de/t5/Handys-Datengeraete/Who-can-help-me-to-correct-my-customer-information/m-p/5881426#M233908

For others to understand:

In German the "order of names": first name last name (e.g. Thomas Müller).

In Chinese however the order is the other way round: last name first name (e.g. Müller Thomas).

That can easily lead to confusion for a German native speaker who is not aware about this fact. (As a matter of fact I had a Chinese neighbour during several years, and for years I called her with her last name, because I did not know this fact)

Now what looks like an easy win, to just reverse the order of the names, it is from Telekom perspective rather a complete name change. Which unfortunately is NOT an easy win. In my opinion the easiest thing to achieve that might be to give the contract to a 3rd real person which then would give it back to you (but this time in right name order).

But better a Telekom Teamie may handle that issue, possibly @Malte M. who already was on that issue in your previous thread.

I hope it still is o.k. what you wrote earlier

In general I am available at all time. A better time is during working hours, such as 9:00 am to 5:00 pm.

In general I am available at all time. A better time is during working hours, such as 9:00 am to 5:00 pm.

In general I am available at all time. A better time is during working hours, such as 9:00 am to 5:00 pm.

2
Answer
from
3 years ago
@muc80337_2 ,

Thank you very much for your advice.

Yes, it is a new post although I mentioned same problem in another opened issue. Unfortunately, that issue has no progress yet.
I am waiting ten days for a call but nothing happened, maybe @Malte M. is out of office these days. They can see my number from my profile, is it right?

I am astonished at DT's customer service because maintaining customer profiles should be the foundation of all customer service.
A few years ago I knew nothing about German and didn't notice that the salesperson in Deutsche Telekom shop had mistyped my information. Instead of reversing the first and last name, the place of issue is entered as the first name. In fact, he not only made this mistake, he also entered the wrong gender.
And as I found out that the customer information was wrong, I couldn't correct it. I went to the Deutsche Telekom shop several times, but each time it was told that I couldn't modify it.
I submitted a name change request this week via https://www.telekom.de/kontakt/e-mail-kontakt/mobilfunk/namensaenderung-mobilfunk and got a quick response asking me to go to another URL https://www.telekom.de/uebernahme-mobilfunk-laufzeitvertrag . It is the form to transfer the SIM card contract. I really feel hard to understand what kind of logic this is.

Now a new problem comes. After buying a SIM card for my child, I can't manage the card. In the Deutsche Telekom store, the clerk told me that the system is normal and he don't know why it can't be managed. Maybe it's because the owner's name is different, he can't help me solve this problem.

It is really a dramatic operation to find someone to transfer those SIMs and then transfer them back to myself in order to change the name. Does Deutsche Telekom really treat customers as customers in service?
BR,
Qian
Answer
from
3 years ago
Good evening Qian @y2021,

thanks for this new issue.

I'm really sorry that you need to wait this long for an answer.

But unfortunately we have much request and it is much easier if you stay with one thread.

I already answered to your post here:

https://telekomhilft.telekom.de/t5/Handys-Datengeraete/Who-can-help-me-to-correct-my-customer-information/m-p/5881426#M233908

We will help you and try to solve this problem.

Please let us stay in contact with the mentioned posting so we can help you much faster.

Thanks for understanding.

Best regards

Sarah D.
Unlogged in user
Answer
from
Accepted Solution
accepted by
3 years ago
Good evening Qian @y2021,

thanks for this new issue.

I'm really sorry that you need to wait this long for an answer.

But unfortunately we have much request and it is much easier if you stay with one thread.

I already answered to your post here:

https://telekomhilft.telekom.de/t5/Handys-Datengeraete/Who-can-help-me-to-correct-my-customer-information/m-p/5881426#M233908

We will help you and try to solve this problem.

Please let us stay in contact with the mentioned posting so we can help you much faster.

Thanks for understanding.

Best regards

Sarah D.
0