Thema "Re: Agreed-upon reductions no longer correct" in Archiv_Mobilfunk

Agreed-upon reductions no longer correct

meesterlars — Sat, 23 Nov 2019 15:48:15 GMT

Good day, support!

I need corrections made to my contract... the initial setup of this contract, about 2 years ago, was a complete fiasco - agreed-up service plans were changed, data volume was never what was stated in the contract, etc etc... after many months of communication and frustration I finally ended up with deal I was happy with. Until my most recent invoice: the discounts which have been applied to my contract and Partnercard have suddenly been reduced, though the positions on the invoice clearly state the correct amount to be deducted. I can best illustrate this with screenshots.

Which I unfortunately cannot upload, so have instead linked to them here:

https://imgur.com/a/kfNTH28

You'll see before and after screenshots of the relevant sections of the invoices. What's bizarre, as you'll notice, is the text describing each reduction is unchanged, but the effective amount has. For example:

Rabatt auf Basispreis 12,50 E

This was a €12.50 reduction until now. Though the text has remained the same, that €12.50 reduction is now only €3.75.

There are two reductions which are clearly incorrect on my current invoice.

Can you please correct (and refund) this error?

Thanks so much!

Betreff: Agreed-upon reductions no longer correct

meesterlars — Sat, 23 Nov 2019 16:17:03 GMT

Arg... I've just seen my data has also been affected. I'm down to 4GB a month. Although there's a position on my invoice for an additional 10GB, it's not available to me (my 4GB has been nearly used up already this month).

Good lord, how does this go so wrong so quickly? I can just imagine this taking months and months to resolve again. 😞

Please, please help.

Betreff: Agreed-upon reductions no longer correct

reneromann — Sat, 23 Nov 2019 17:53:57 GMT

Usually discounts and additional data packages are only a time-limited offer and are only valid for a certain time (3..6..12..max. 24 months). If you say that your contract was made 2 years ago, your discounts may simply have run out.

Betreff: Agreed-upon reductions no longer correct

meesterlars — Sat, 23 Nov 2019 18:11:01 GMT

Thanks, but I was assured the reductions would be perpetual. Additionally, if you look at the screenshots, the text in the relevant positions literally spell out the correct reductions.

Plus the additional 10GB data, which also appears as an active position, is practically gone.

Please correct.

Would my customer number be helpful? PM?

Re: Agreed-upon reductions no longer correct

Seb4sti4n — Mon, 25 Nov 2019 15:16:04 GMT

Hello @meesterlars,

thats sounds very disheveling.

Please send me a private message with your number and your customer password.

I will take a look at this.

Best Regards

Sebastian

Re: Agreed-upon reductions no longer correct

meesterlars — Mon, 25 Nov 2019 15:30:36 GMT

Thanks @Seb4sti4n

I have sent you a PM with the info you requested. ; )

Re: Agreed-upon reductions no longer correct

meesterlars — Wed, 27 Nov 2019 12:52:55 GMT

Still waiting for feedback here.... 😞

Re: Agreed-upon reductions no longer correct

HeikeF — Wed, 27 Nov 2019 13:39:05 GMT

Hi meesterlars,

Seb4sti4n will answer you as soon as possible.

Thx for your patience

Kind regards

Heike

Re: Agreed-upon reductions no longer correct

meesterlars — Mon, 02 Dec 2019 10:51:58 GMT

Just a quick update; I'm still waiting for one final confirmation regarding my request (sent via PM)...

So I'm 90% happy. 😉

Re: Agreed-upon reductions no longer correct

Der-Peter — Wed, 04 Dec 2019 09:14:22 GMT

Hi @meesterlars,

I haven't forgotten you. I'll take care of your message right away, hold on.

Best regards

Der-Peter