English: I signed up for a GigaCube, but i then transferred to regular DSL. Help?

[AndersRingstrom]

Hi, sorry my german is not good enough for asking this question.
So, I signed up for a Gigacube back in last year, but we then moved and wanted DSL. I called the customer service and was set up for at new contract, was told that I could transfer, so that I would get DSL instead of the gigacube. So far so good, we got the DSL set up and it is all good. However, we have been charged for 2 months now, after the DSL was activated. And I am afraid that the person I talked to did not fully understand that we wanted to close our Gigacube deal and get the DSL instead. He did say it was no problem and that i should not worry. I got him to confirm multiple times, but now we have been charged double for two months, and i am not sure what to do about it, also since most customer service representatives do not speak english. Can anybody here help?
Thanks in advance

/Anders

[Norman]

Hi @AndersRingstrom,

i'm sorry that you had to make this experience with our service.

In the normal case it's not possible to terminate a mobile data plan when DSL is activated. It is an courtesy from us and not a regular procedure.

So please let me check your customer accounts. I think we will find a way out of this mess. 🙂

Sent me a private message with the following data please:

1) Link to this thread

2) Both of your customer- or phonenumbers.

3) Your customer password

I'll check your accounts an will be back to you asap.

Best regards,

Norman

[AndersRingstrom]

Hi Norman, 
Can you send me another private message? 
I think i was too slow with the answer. 

thanks 

[Kira]

Hi AndersRingstrom,

@Norman is not available in the next two weeks.

Please send me your customer data, especially your customer password via PN and I will have a look at this.

Thank you.

Kira  

[AndersRingstrom]

Hi,
Can you please contact me again? 
We have still not received the refund + have some other questions.

Thank you

[Norman]

Hi AndersRingstrom,

feel free to send me a pm with your questions. 🙂

Best regards,

Norman