Hello,

I tried getting help through chat but they can't help me and say that I need to call the 0800 33 02202 number, but after calling different times the operator does not speak English and my call cannot be transferred to an English speaking operator. I've used the contact form but no idea if I'll get a response.

Short story: I placed an order for a new mobile subscription + phone via chat on Saturday, with the instruction that the order be delivered to a local Telekom store, but have not received an order confirmation yet.

Long story: I am relocating from the Netherlands to Germany in December and want to take advantage of the current offers to get a mobile subscription and new phone, since I'll have to do that after I move there anyway, so might as well get it for cheaper. On Saturday 22/11 I was going through the online ordering process, but before I paid I wanted to make sure that I could pick up my order at a Telekom store rather than the order being sent to my address. 

The reason is that my address in Germany is an airbnb temporary accommodation, for which I'm not yet the current resident. I will be the resident in the middle of December, which is why I wanted the order to be delivered to the local Telekom store in the city I'm moving to, so that I can just pick it up when I get there.

So through chat I was connected to an operator who said that this was possible if I placed the order through chat, and that she could have my order delivered to the specific Telekom store I wanted. I gave all this background to the operator so that the situation would be clear. I have an NL iban so the operator said it would be possible to get a contract. I gave all my details, I received an email with "Vorvertragliche Pflichtinformationen für Sie", which mentioned the specific plan and phone I wanted, listing the contract terms and whatnot, and I was asked to look it over and agree to the terms in chat before the order would be placed. I looked it over and agreed. The operator wanted to confirm the address the order would be sent to and mentioned the airbnb address, and I responded by saying that I don't want anything sent there and that I wanted the order sent to the local Telekom store and gave the address. The operator said she understood and then said that my order was placed successfully and that I would receive a confirmation by email. I have not received any such email. The other chat operators I have been talking with all ask for an order number (bestellnummer), which I have not received since presumably that would be mentioned in the order confirmation email.

So I have no idea if my order has even been placed successfully, or what's going on. Seeing as today is Tuesday and the order was presumably placed on Saturday, it takes a few days for these things to be processed in the system. But shouldn't I have already received some sort of confirmation?

Thanks.