Change of monthly payment

[za]

Dear all,

A sudden change has happened in my internet subscription monthly fee, now it is 35€ instead of 20€ , what is the reason of this increase and why wasn't I notified about the update?

[Der Ritter]

Could it be that you received a discount for the first 12 (or 24) months of your contract and this discount has nowe been removed as agreed on upon signing the contract?

[za]

How can I check for that and is there a way to revoke it into the previous monthly fee? The internet is being used by only one person and it doesn't make sense for one person to pay 35 euros a month for that. It would be great to be able to revoke the fee back again even if means changing the type of contract or anything.

[Der Ritter]

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@za@  schrieb:

How can I check for that (...)

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There is a secret trick to do this:

• Take one invoice (let's call it A) from a little while ago (where you were charged the discounted sum).
• Take another invoice (we'll call that one B) from a more recent date (where you were charged the regular sum).
• Compare invoice A to invoice B and you might see what is "missing"/was removed as agreed on.

As for yet another rebate:  I would say that you shouldn't hold your breath waiting for it.  Those are normally granted for new subscriptions only, not for existing contracts.  So please keep inhaling and exhalung until a moderator has the time to check in with you and have a closer look at the topic.

[Tina]

Hello za,

I suspect you had a reduced price for a certain period of time. This period has now ended. Have you looked at your order confirmation?

Kind regards

Tina

[za]

Thank you for your reply,

Apparently this seems to be the only explaination, but nevertheless I seek lowering the speed if that's the way of lowering the monthly fee. How can I apply for having that?

[Grit]

Hello za,

this is only possible at the end of the term. The contract you have concluded must be observed by you as well as by us. It doesn't matter how many people use the Internet with you, contract is contract and certain conditions were agreed for it, which come now into force.

Regards

Grit

[za]

Thank you for the reply.

It is important to note that my argument about the contract is not based on the number of users. That notion was mentioned previously as the motivation for asking for a solution for this problem.

I revised the contract details and the monthly fee was 20€ for the first year then it becomes 35€ for the second year. And apparently there was a specific time margin before the beginning of the second year to reduce the speed to the 20€ euro package with slower internet.

What happened is that we forgot about this deadline, and we only noticed this issue when the new fee started coming.

I know that a contract is a contract, but I ask myself what kind of good will and what quality of customer service is being expressed when the money relationship between the customer and the service provider is based on waiting for customers' mistake to gain more money.

I want to remind you now that at the beginning of my contract I was contacted by your customer service in German about something, and I expressed on the phone that my German is not good and that I didn’t understand the conversation, then 2 days later I end up receiving a big TV receiver with a notification of me signing up for the TV subscription [which I did not do!!]. That was a subscription that was imposed on me and that I never consented to. I had to communicate with your customer service for 2 days, and waste my time returning your machine to you, with a long message stating that I didn’t ask for this machine and that I don’t want that subscription. Even after that you kept asking for a fee of 7€ for your mistake!!

That issue was your mistake and seemed like an attempt of exploiting my ignorance of the language. But when your mistake was solved I thanked and took it with a good will that it was just a mistake instead of creating a problem out of it.

I agree that a contract is a contract, but also good will is treated with good will. An eye for an eye makes the whole world blind.

I hope those mistakes does not represent a fundamental attitude in how you treat your customers. And I hope that my request for reducing the speed after the first year is reconsidered.

Thank you for your time and effort.

Best,

[Grit · Accepted solution]

Hello za,

so first of all it has nothing to do with the quality of a customer service whether the customer gets his will or not. Also the sound makes the music and you don't need to come to me with any mistakes that have long been cleared up. This is a very different matter here and now, so that is all we are talking about.

You didn't mention you had the bill guarantee in your contract. If this is indeed the case, a downgrade is of course possible. But I would like to check this first. I need your name, address and customer number. Send the data together with the link to your contribution in a private message and then contact us again here.

Which tariff would you like to change to? For your information: the second part of the term of 12 months begins on the day of the changeover. Since you have missed the right time, the total running time may be slightly delayed.

Regards

Grit

[za]

Dear Grit,

I have sent you the info.
Could you please inform me of the possible options of the tarrif?

Thank you for your time and effort.

Best