Billing Inquiry

[Purple_82]

I can't reload my son's account. Now it says I owe €51.58 after I tried to load €15.00 2 Jun using paypal on my online account. It will not let me use my bank account on file. I cancelled my auto payment early May because I've been getting multiple charges of €20.00 since April. 7 April, 22 April, 28 April and twice on 4 May. How can that be? I'm supposed to only get charge every 28 days. I went to the store in person but was told to message 01734220774 via whatsapp but this number does not have whatsapp. I called 0172220774 and the representative does not speak English. I texted 01734220774. The representative does not speak English either. He/she asked me to translate my text. I end up being told to contact 0172 229 0 229 but no option for English or to talk to someone.

[reneromann]

Could it be that you have called anywhere outside of Germany?

Calls from Germany to other countries, even in the EU, are NOT part of any flatrates and are being billed on a per-minute-base depending on where you are calling.

Same would apply if you'd use the debit on your CallYa account for buying staff at either the Google Play store or the Apple AppStore...

And as we're in Germany, support is given in the contractual language, meaning German. Any kind of support in other languages is given on a best effort base - which might also include that there is no such support at all. It would be up to you to get a translator on your own expenses in case you need support and your language is not supported.

[Purple_82]

We only use our data to call outside of Germany so I’m not sure that it would be that much. If we get charge outside the data and calls that we signed up for, we should atleast get a bill for it.

[reneromann]

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@Purple_82  schrieb:
We only use our data to call outside of Germany so I’m not sure that it would be that much.

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Using Data to call outside of Germany requires some kind of internet phone app (something like Skype)...

If you anyhow use the "regular" phone app, then you do NOT use your data, but the usual phone plan which can be even over 1 € per minute depending on the destination you call.

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@Purple_82  schrieb:
If we get charge outside the data and calls that we signed up for, we should atleast get a bill for it.

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Nope - there's no separate bill as you opted for a pre-paid plan. As such, there's no separate bill - you can do whatever you want with your debit until it falls to 0. Anyhow the hotline can tell you what you have been charged for - but this might only work in German language.

[Purple_82]

I use FB messenger all the time and it does not even max out my data. That is all we pretty much use this phone for. Is there an email where we can inquire about this? This is ridiculous. They have English representative when we bought our SIM online and now we can’t get a hold of anyone that we have questions about our bill.

[reneromann]

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@Purple_82  schrieb:
I use FB messenger all the time and it does not even max out my data. That is all we pretty much use this phone for.

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This should not cause any kind of trouble - if it's really only Internet calls.

But I'm pretty sure that something else must have happened - either that you did not only do Internet calls but normal calls -or- that you were surfing on the Internet and opened any kind of webpage with malicious code.

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@Purple_82  schrieb:
Is there an email where we can inquire about this?

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As far as I know: No...

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@Purple_82  schrieb:
They have English representative when we bought our SIM online [...]

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There is no English representative online - as there's no representative involved in the online order at all. At least not on the Vodafone page itself - this might be different, if you ordered the SIM from another reseller, but then this has nothing to say for the prepaid "contract" itself that is only made in German langauge and only with German support.

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@Purple_82  schrieb:
[...] and now we can’t get a hold of anyone that we have questions about our bill.

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As I said - Support is given in German language and it's up to you to get a translator on your own expenses if needed.