Need help in english

[NgocDanh]

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 

[NgocDanh]

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

[DanyG]

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

[NgocDanh]

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

[Torsten]

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.

[Lars]

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

[NgocDanh]

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

[Lars]

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

[NgocDanh]

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

[Stephan]

Hi NgocDanh,

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

Regards

Stephan