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No order confirmation received
vor 11 Stunden
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.
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vor 11 Stunden
A problem could be that you do not yet have a German residence.
But i don't know.
I have informed the Telekom-hilft service staff about your case.
1
von
vor 10 Stunden
Thanks for the response and the escalation of this case.
I technically have a German address and a wohnungsgeberbestätigung, I just don't live there yet. So presumably the chat operator set my German address and phone number as the ones of the local Telekom store I specified.
The thing is that they said the order was placed successfully. Could that imply that the order was registered in the system but the order would then have to be internally approved after a few work days and only then would the order be placed successfully and I would receive a confirmation by email? So if during the internal approval process my order request was denied because the address is the local Telekom store, would I receive some sort of message?
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Offizielle Lösung
akzeptiert von
vor 9 Stunden
Thank you very much for your message and for your patience, @AAnton.
Unfortunately, I have to give you some bad news. You will not receive an order confirmation or an order number, because the process you requested is unfortunately not possible. Therefore, your order has most likely been cancelled.
For a new contract, the smartphone and all related documents must be sent to the address of the contract holder. This is necessary to prevent fraud. It is not possible to use an alternative delivery address.
In addition, you need to provide proof of registration (Meldebescheinigung) with a permanent residence in order to receive a contract from us.
Since you are currently unable to provide this document, you also cannot be forwarded to the identification team for authentication.
I’m truly sorry, but as long as you are not officially registered with a permanent address in Germany, there is no way for us to issue a new contract including a smartphone. I would have liked to give you a different answer. I also apologize that the chat previously gave you incorrect information.
As soon as you have your proof of registration, we will be able to assist you in every way. Until then, I kindly ask for your continued patience.
Kind regards
Caro
5
von
vor 8 Stunden
Hi Caro,
Thanks again for your response!
I would very much like to confirm this by phone. If you could call at around 16:00 today it would be great!
Thank you.
0
von
vor 7 Stunden
Thank you very much for your time and for the very pleasant phone call, @AAnton .
As we already suspected, the order has been cancelled. As soon as you have your registration certificate, I’ll be happy to hear from you again. Until then, I wish you a smooth and successful move.
Kind regards
Caro
von
vor 7 Stunden
Thank you very much for the assistance, Caro, you're the best!
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