beantwoord

Contract did not mention starting in 4 months automatically

  • 24 January 2022
  • 30 reacties
  • 442 x bekeken
A
  • aziya
  • Snapt hoe het werkt
  • 11 reacties

Hi, 

 

I have signed up for a sim-card subscription and requested to keep my number (13th of August, I believe, 2021).

I received a sim card that with a note that said that I cannot use it until my contract starts. And that I will receive my contract soon. 

 

I received a contract indeed. And then I received a message on my phone that I cannot change abonnements because my old contract isn’t over ( with a different service provider) and I  have to wait for it to end. 

 

So I assumed that the number exchange and my subscription cannot go through. There was no communication about my subscription started for 5 months. Until in January I receive a random invoice (Kenmerk: 2223/1.20942296) for 18 euros that is said to be take on the 26th of Jan automatically. I cannot use the “factuur uitleggen” service , I get (Je hebt geen rechten om deze pagina te bekijken.
Probeer een van onderstaande opties om verder te gaan.) . 

 

In conclusion, I do not understand what the 18 euros invoice is for. Does that mean you are starting my subscription 5 months later after I ordered it with the other number? I did not see anything about this in the contract. Also, I am aware that I could only cancel the contract within 2 weeks after order. But I did not get any indication that it will go through with the other number even after decline from my previous provider. 

 

Please, help because that is a lot of money paying for two subscriptions for like a year. 

 

Aziya

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Beste antwoord door eric 25 January 2022, 03:46

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30 reacties

Marciano van Tele2
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Reputatie 7
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Hi @aziya,

On the 2nd of August my colleague placed your refund on the list. So on or around 2 August the refund has been deposited. I also don’t see the open credit in your account anymore, so I assume you have it now. Could you please confirm? I’d love to hear from you and again my apologies that it took so long! 😊

Kind regards,

Marciano

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Johrick van Tele2
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Reputatie 5
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Hi @aziya,

I just came across this topic and am very curious if this has all been resolved and settled in the meantime! Would you please let me know? If it is still not solved, I will get to work for you immediately!

Moderator van Tele2 - Tip: Vul je Communityprofiel aan met jouw klantnummer of 06-nummer, dan kan ik jou sneller helpen! Vragen? Maak dan een topic aan, op ongevraagde DM's zal niet worden geantwoord.
Marciano van Tele2
Rank
Reputatie 7
Badge +12

Hi @aziya,

I'm so sorry, I didn't mean to ignore you! This is a very weird situation. I checked your account and I can still see the credit that I requested, however - for some reason you still didn't receive it.

I mailed my colleagues again and asked to pick this up a.s.a.p! I hope I will get an answer tomorrow at the latest. I hope they can find the credit and hope they can put you on the refund list first thing. 

Side note: I gave a lot of info that they need to fix a refund. Order number is one of the things they need, but I couldn't find it anymore (probably because it's from a few months ago). Could you please send me your order number from back then? In case they need it. 😊

I'm sorry for the inconvenience and thank you so much for your patience. I'll be on top of this case from now on! Please, don't hesitate to message me here.

Kind regards,

Marciano

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A

@Marciano van Tele2 please don’t ignore me 😭 when can I get the money back ?

A

@Marciano van Tele2 , hi!!

Can I get some update on this? It has been more than 3 months 😭

 

Aziya

A

Hi, 

 

still waiting 😊

@Marciano van Tele2 

Aziya

Marciano van Tele2
Rank
Reputatie 7
Badge +12

Hey Aziya,

Ah, I wished you would've received the money back by now. I will mail my colleagues about this and I'm going to ask them if they can speed things up for you. When I get an answer from them, you'll be the first one to hear from me!

@WhTurner Thanks voor de tag! 😎

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WhTurner
Rank

@Marciano van Tele2  Dit gezien?

A

Hi, 

 

is everything okay with the money? 🥺

you told me it should be back by June 1st

 

Aziya

A

Hi,

 

a kind reminder :)

Marciano van Tele2
Rank
Reputatie 7
Badge +12

Hey Aziya,

Thanks for messaging me! I expected you to have the money back by now, but I assume everything is still okay. Experience shows that it can always take a bit longer to get your money back when there’s no active subscription anymore. I still see the credit I filled in for you (€ 231,79) in the system. It looks like it’s (almost) ready to deposit, so I want to wait until the end of the month. If you don’t have it back on the 1st of June, I will immediately mail my colleagues about this.

I hope you can stay with me just a little longer! 

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A

Hi! Still haven’t received the money. Yeah a everything okay?

Marciano van Tele2
Rank
Reputatie 7
Badge +12

Hey Aziya, no worries! I hope you had a good time traveling!

I don’t have an update for you, I expect the money back on your account between 28 April and 12 May (probably around 12 May). 😊

Vind het antwoord op jouw vraag in de Mobiele- of Thuis Wiki: https://forum.tele2.nl/knowledge-base
A

Hi,

 

Sorry to bother, but is there any update on this? I still haven’t received anything. 

 

Thank you1

 

Aziya

A

Hi Marciano,

 

I am sorry this is my bad, I missed the invoice due to travelling. 

Thank you for your help anyway.  It is okay I can wait:)

 

Aziya

Marciano van Tele2
Rank
Reputatie 7
Badge +12

Hey @aziya I just fixed the credit for you for €231,79. You should receive an email about this as well. It also says in the mail, but it will take 4-6 weeks before you will receive the money back. I apologize for the inconvenience, but I'm happy to tell you that everything will be fixed after this. 

Please don't hesitate to tell me if you received the money back in 4-6 weeks and I wish you a great evening! 😄

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Marciano van Tele2
Rank
Reputatie 7
Badge +12

Hey Aziya, thanks for coming back to me with this! I hope you’re doing well. 

I was waiting for your message. As I said, I will help you with this. The invoice is too high for me to compensate personally, as you could imagine, but no worries, I already asked the help of my colleague with your situation. He’s not in today, but will be back tomorrow. So, I’m working on it for you and will get back to you as soon as possible (tomorrow). 

For now, I wish you an amazing and sunny day and talk to you soon! 😊

Vind het antwoord op jouw vraag in de Mobiele- of Thuis Wiki: https://forum.tele2.nl/knowledge-base
A

@Marciano van Tele2 zie boven

A

Dear Marciano, 

I just got charged 231.79 euros from my bank account. Could you please help with this?

 

Aziya

Marciano van Tele2
Rank
Reputatie 7
Badge +12

Hey @aziya , I just completed the disconnect for you. You will receive a confirmation mail soon. There will be no disconnection fee, but you will receive an invoice this month. When you receive this invoice, let me know. I will compensate the costs, but at this time I don't know how much the total costs will be, so I'll do that at the end of the month. 

If you have any questions, please let me know. Otherwise I wish you a great weekend and I hope to re-welcome you back in our Tele2 family soon! :blush:

Vind het antwoord op jouw vraag in de Mobiele- of Thuis Wiki: https://forum.tele2.nl/knowledge-base
A

@Marciano van Tele2  and @Shilka , thank you so much! 

Marciano van Tele2
Rank
Reputatie 7
Badge +12

Hey @aziya thanks for your reply and @Shilka thanks for your help and reminder!

I am working on canceling your subscription right now. I will reply later today when everything is done. :blush:

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A

Is there anything tele2 can do for aziya @Marciano van Tele2 ? If I understand correctly the number was never ported and other contract has not ended at the date that tele2 thought it would, and now is ending end this year.

A

Hi, 

 

Thank you so much to everyone who got involved in my issue and helped!

Shilka is absolutely correct. I am stuck now paying for both contracts. From August to January I did not receive any emails on the fact that my contract is starting in 4-5 months. So I was assured the subscription did not get through because the port was not possible. Also, nothing like that was mentioned in the contract.

If I received an invoice starting from September-October that would ring at least some bell that it is still happening. 

 

I am interested in cancellation, indeed. And I can join in September-October 2022. 

I really hope you can help either to postpone this subscription until then or make a cancelation at the smallest cost so I don’t have to bear double costs for 9 months now. 

 

Thank you for your help.

Aziya

 

 

Marciano van Tele2
Rank
Reputatie 7
Badge +12

Let’s wait and see what Aziya wants and needs in stead of speak on her behalf. 

We’re here to help and I think with the answers given now, we’ve already provided valuable and new information. :blush:

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