Recharge issues

Question

Hi. I have tried to recharge my contract the entire day using PayPal because I felt it was safer to do it that way and because I have not had the opportunity to buy vouchers in store (one because it’s a Sunday and twig because my responsibilities haven’t afforded me the time recently). I kept getting an error that said the charging system is currently unavailable and to try later. I waited a few hours and decided to use my bank card to do it. I inputted all my info and the €100 was successfully taken off my account… I received confirmation from the bank but then the Telekom site just said payment_fraud_centurion-creditcard_error.I’ve was charged the €100 but the recharge amount was not reflected on my contract here and I need it to before the contract is cancelled. I’ve now checked my account and apparently the amount was just refunded but there is no reason why this error/cancellation should have happened. Why am I not able to top up the amount online using PayPal or my credit card and what is that error code about? There is no fraud here. I am trying to top up MY Telekom account with MY bank account. What is the issue? Given my job, I am not always able to go to the store and buy vouchers to input codes…but now I’ll have to figure out a way to do this which is quite inconvenient at the moment…. you offer the option to do it online, why is it unavailable and why is it claiming there is fraud on my account? Some clarity would be appreciated.

Nico B. · Answer

Hi there @simonevhorick, and sorry for the late reply. I just tried calling you, but unfortunately I couldn't reach anybody. Your last recharge was on the 26th of July 2021 so everything should be fine. Please message me again regarding the missed call. Kind regards Nico B.

Nico B. · Answer

@simonevhorick, I just tried calling again, unfortunately Mailbox again. The only thing I can suggest, tho, is, that you either try it again next month or (which I know is inconvenient) buy multiple vouchers at once if and when you are in the store. Or if you have a German bank account, you can use that as well. Kind regards Nico B.

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