Thema "Re: Two charges at a time for the same service" in Kabel: Tarife & Rechnung

Need help in english

NgocDanh — Wed, 03 Nov 2021 19:57:09 GMT

Hi, sorry that I can't speak German properly, but I have an issue that I need to resolve:
I am being charged two times per month for the same service from the same internet connection. Could you please help me with the problem? I can provide you with some documents where you can clearly see. This issue has not been resolved for months. Thanks

Betreff: Need help in english

NgocDanh — Thu, 04 Nov 2021 19:36:50 GMT

Could somebody here help me with the problem or do you guys like to ignore customers?
It is a shame that company this big cant have a proper costumer service in English.

Any feedback would be greatly appreciated. Thanks

Re: Need help in english

DanyG — Fri, 05 Nov 2021 10:21:30 GMT

Hi NgocDanh,

our community is regularly a support from customer to customer. So it can take a while, until you get an answer.

Let's see, whats happening. Please send me a private message with your customer number and customer password (alternatively name, address & birth date) and if possible, a screenshot of the direct debits.

BR,

Dany

Betreff: Need help in english

NgocDanh — Tue, 09 Nov 2021 21:36:52 GMT

Hi,

I am being charged two times per month for the same service from the same internet connection. Could you please help me with the problem? I can provide you with some documents where you can clearly see. This issue has not been resolved for months.
I have sent a private message to one of your colleagues and they answer me like this:

"Please leave an answer in your public thread so we can move it to the correct board and one of our cable colleagues will take over.

Regards,

Jens"

I could send you the documents again to your specialised colleagues If you want.

Best Regards

Dang Ngoc Danh

Betreff: Need help in english

Torsten — Tue, 09 Nov 2021 21:39:24 GMT

You should write the answer in your existing thread, not open a new one for it. I merged the posts and moved them to the cable board.
Please wait for a moderator to contact you.

Re: Two charges at a time for the same service

Lars — Fri, 12 Nov 2021 11:02:46 GMT

Hi NgocDanh,

did you receive the new cable router that was sent to you for the customer number with the 204 at the end a few days ago? The contracts have been running in parallel for a long time. We can only have the specialist department check whether one of the contracts can be terminated. To do this, however, I need to know which contract you want to use in the future.

Best regards

Lars

Re: Two charges at a time for the same service

NgocDanh — Fri, 12 Nov 2021 21:19:05 GMT

Hi,
Yes, we have received the new router a few days ago. I would like to choose the contract with the GIGA TV 1GB/s, which should be for 49.99 EUR/a month. Also what is going to happen with the money that we sent to you for the other contract. Could you return it back to my bank account?
Thank you and hope we could resolve this soon.

Best Regards

Dang Ngoc Danh

Re: Two charges at a time for the same service

Lars — Wed, 17 Nov 2021 20:47:30 GMT

Hi NgocDanh,

then please connect the new cable router. It belongs to the 1 GB/s tariff.

I have given the case to the specialist department so that they terminate the other contract and check for a refund. Unfortunately I can't answer if this will be possible. They will contact you, probably by letter.

Best regards

Lars

Re: Two charges at a time for the same service

NgocDanh — Thu, 18 Nov 2021 16:31:16 GMT

Hi,
ok, I am going to connect the new router. What about the old router should I send it back to you?

Best regards

Dang Ngoc Danh

Re: Two charges at a time for the same service

Stephan — Mon, 22 Nov 2021 13:57:13 GMT

Hi NgocDanh,

please keep the old router with you until you get further instructions for it.

Regards

Stephan