Disconnected -- Even after paying invoice on time

  • 30 september 2016
  • 25 reacties
  • 319 x bekeken

  • Forumkenner pur sang
  • 111 reacties
Dear.....

Another "Mistake" from Tele2.

I paid my August 2016 Invoice on time and to the correct bank account number with all the relevant information.

Meanwhile, I have sent print screens of my payment (by regular mail) to Tele2. on 07-092016 and on 22-09-2016.

I have contacted the customer service several times, only to be told that a message has been sent to the financial dept. (average waiting time to get an agent +/- 40 minutes)

I have neither the possibility to look in Tele2 system and/or contact the financial dept.

My number has been disconnected as of this morning 29-09-2016.

My invoice still shows RED on mijntele2.nl.

This is not acceptable.....This invoice has been paid on time with all the correct information, as I have been paying all my previous invoices.

This is a disgrace from Tele2 , they can not find a simple payment and they disconnect customers even after they have paid their bills.

My business has been affected from this situation and I demand an immediate re connection!!!!! as well as a compensation for ALL the mistakes of Tele2......

Furthermore, I have checked (three times) the option to keep my number "secret"from out going calls and three times this option have been unchecked (without my knowledge).

Now I can not unable or disable any function on mijntele2.nl web page.

Can some one explain to me the following:

I have two subscriptions with Tele2.

I paid both August invoices on the same date.

One payment is "in the system" and the other one completely disappeared from "the system" and of course the number was disconnected.

Both payments contain the adequate/correct information and made to the same bank account.

This is becoming really ridiculous .....

it is not funny anymore to have to deal with such incompetence and dishonesty and unprofessionalism.

Contacting Tele2 is as follows:

Calling Customer Service -- Approx. waiting time one hour - all costs are on the caller

Opening a new topic on Tele2 Forum -- Approx waiting time one week

Writing and sending a letter -- Approx. waiting time one month.

Still do not expect a normal answer. It will be convoluted, not to the point and a big lie.

Trust me I have experience as I tried all the above and still my problem (created and started by Tele2) is not resolved.



Does anyone know how to contact Tele2/Transcom besides by phone (waiting time: approx, one hour) , forum (waiting time approx. one week)and postal address (waiting time approx. one month) ?????

For example A fax number or an email address>.......

Dit topic is gesloten. Maak een nieuw topic aan als je een vraag hebt.

25 reacties

After a n one hour waiting.....

Just hang up on an agent of Tele2 because apparently "he/she cannot do anything to help"

I wonder why does tele2/transcom operate a "help desk" or a"customer support" facility.??????

The only answer they can give you is "you have to wait", "it is not my fault, it is the financial department" or even better " I cannot do anything to help you"

and the jewel of it all "you have to wait ten working days" even when my August 2016 invoice has been paid on time and even when I mailed two (2) print screens to tele2/transcom on 07-09-2016 and 22-09-2016.

Please does anyone understand this lousy and disrespectful behavior?????
I, in no way, blame the agents on the phone and/or the moderators on this forum.....

I am sure that they are submerged with complaints and do not have enough time to respond to everybody.

They have to follow a script and/or a forum "house rules"

I, certainly blame the management of tele2/transcom who is failing to put enough manpower to respond to all these complaints.
The following is the charges I have incurred since the disconnection on my number:

Datum en tijd Duur Gekozen
nummer Type Bedrag
(incl. BTW)
30-09-2016 10:32:18 1858 0207544444 Reguliere telefoonverbinding €3.24
30-09-2016 09:11:05 183 0207544444 Reguliere telefoonverbinding €0.41
30-09-2016 08:47:52 1371 0206518888 Reguliere telefoonverbinding €2.42
29-09-2016 18:42:56 121 0207544444 Reguliere telefoonverbinding €0.31
29-09-2016 18:41:18 85 0207544444 Reguliere telefoonverbinding €0.25
29-09-2016 18:40:28 0 0207544444 Reguliere telefoonverbinding €0.00
29-09-2016 18:40:13 1 0207544444 Reguliere telefoonverbinding €0.10
29-09-2016 12:40:50 2897 0207544444 Reguliere telefoonverbinding €5.00
29-09-2016 11:41:02 2637 0207544444 Reguliere telefoonverbinding €4.56
29-09-2016 10:53:56 1912 0207544444 Reguliere telefoonverbinding €3.33
29-09-2016 10:26:56 66 0207544444 Reguliere telefoonverbinding €0.21
29-09-2016 10:21:07 290 0104614900 Reguliere telefoonverbinding €0.59
29-09-2016 09:29:55 2979 0207544444 Reguliere telefoonverbinding €5.14
29-09-2016 09:24:03 267 0207544444 Reguliere telefoonverbinding €0.55

The amount up till now is more than € 26.00 --- to solve an issue created by tele2/transcom.

Who is going to pay for this?????
Reputatie 7
Badge +4
nops
Superbe reaction Eric.....

nops....I do not know what this means....
Please Eric....If you do not have any opinion besides "nops" I will appreciate if you could restrain your self from posting in my topic....
Reputatie 5
Badge +3
Dear Mibou,

I also gave an reaction in another topic that you are following.

We are ware of the issues that are playing. You already gave me your personal details. So I already took those into account. I am sorry for this situation. I would like to ask you to give us a couple of days so we can decide what we can do best for all those customers who have the same issues.

Best regards, Trinh
Dear Thinh,

I already sent you my details in a private message....Just for the records:


I had to travel on business this week-end for at least two weeks....and now because of the "problems" of Tele2 all my plans have been drastically disrupted.....

I hold Tele2 responsible for all the financial damages because of this matter.

Just for the records
Reputatie 5
Badge +3
Thanks for your message. Yes, I already have your details.

We will let you know how we are going to handle this issue.

Best regards, Trinh
Dear Trinh,

Why do I have to wait for the coming week to have a problem solved started and initiated by Tele2.....

When I settle my invoices for two different subscriptions, I expect to have both paid...not one paid and the other "lost in the system"

When Tele2 has a problem in its financial dept. I am not ready to suffer for it...

I expect and demand to be reconnected ASAP --- meaning today not nestx week or in ten days.

I paid I should not be disconnected period......
Reputatie 7
Badge +4
Als je straks weer bent aangesloten kun je het vergoeding formulier gebruiken. Als blijkt dat je ten onrechte te lang afgesloten bent geweest zullen ze die dagen wel vergoeden. Het formulier staat op www.tele2.nl/vergoeding.
Once more:

Eric, Please for the last time.... Do not address me, do not write to me, do not read my comments....

What I do or don't for that matter is my concern not yours....

Please once more .....keep your opinion to yourself....I am not interested in reading anything about you.....
The following is the charges I have incurred since the disconnection on my number:

Datum en tijd Duur Gekozen
nummer Type Bedrag
(incl. BTW)
30-09-2016 10:32:18 1858 0207544444 Reguliere telefoonverbinding €3.24
30-09-2016 09:11:05 183 0207544444 Reguliere telefoonverbinding €0.41
30-09-2016 08:47:52 1371 0206518888 Reguliere telefoonverbinding €2.42
29-09-2016 18:42:56 121 0207544444 Reguliere telefoonverbinding €0.31
29-09-2016 18:41:18 85 0207544444 Reguliere telefoonverbinding €0.25
29-09-2016 18:40:28 0 0207544444 Reguliere telefoonverbinding €0.00
29-09-2016 18:40:13 1 0207544444 Reguliere telefoonverbinding €0.10
29-09-2016 12:40:50 2897 0207544444 Reguliere telefoonverbinding €5.00
29-09-2016 11:41:02 2637 0207544444 Reguliere telefoonverbinding €4.56
29-09-2016 10:53:56 1912 0207544444 Reguliere telefoonverbinding €3.33
29-09-2016 10:26:56 66 0207544444 Reguliere telefoonverbinding €0.21
29-09-2016 10:21:07 290 0104614900 Reguliere telefoonverbinding €0.59
29-09-2016 09:29:55 2979 0207544444 Reguliere telefoonverbinding €5.14
29-09-2016 09:24:03 267 0207544444 Reguliere telefoonverbinding €0.55

The amount up till now is more than € 26.00 --- to solve an issue created by tele2/transcom.

Who is going to pay for this?????


I actually had to phone from Italy to the customer service for a whole hour to find out I was disconnected. I had no other way to learn the reason why I my phone was in NO SERVICE mode, and wouldn't connect to a carrier. I'm dreading the one hour phone bill, who's going to pay for it? 😞
Reputatie 7
Badge +4
Er is ook een chat mogelijkheid met de klantenservice. Gebruik de virtuele assistent en type " medewerker'
I agree with Jeroen-Heijne, even tele2 is not sure that there will be a solution....Incompetence, unprofessionalism, disregard to customers etc....

Paul020, thanks for agreeing with me, I also agree with you Mr. Eric should keep his opinions to himself, he sounds like someone who is paid by Tele2 to defend them whatever the reason is (if they are right or not.

When Mr. Eric doesn't have any think constructive/positive to say, please let him not say anything.
Another Funny encounter with tele2.....

After a 40 minutes wait to get an agent on their Chat room and after several:

"Sylvia zegt:I'm sorry but I can't help you with this. You really have to wait until we get a response."

and

"Sylvia zegt:We really have to wait untill we get a response from our financial department."

and

"Sylvia zegt:I'm sorry, but I really can't do anything for you right now.
Sylvia zegt:Do you have other questions for me?"


The chat was terminated :

"Sylvia zegt:I can't help you with this. So unfortunately you have to wait. Because you don't have other questions for me I will end this conversation. I would like to thank you for this chat and also want to wish you a nice day. After this conversation you have the opportunity to answer a few questions. We'll appreciate it, if you'll do this. You can also check our forum for the latest news and updates. You can find this at https://forum.tele2.nl."

Such a professional attitude and such dedications and professionalism.
I really feel sorry for all these agents in CS, they have to follow a script, they are powerless to handle all these complaints.

Of course I do not blame the agents, The blame is on the project management of Transcom -- who did not handle this problem on time and informed Tele2 about it. If they did the blame is then on tele 2 who did not take care of it on time....

Tele 2 is to blame for allowing such Project Managers handle its calls .....

Whoever is to blame is not and should not be our problem, we demand solutions, not lame and empty excuses.
Complete silence and disregard from all the "moderators".....

Promises, promises and no result.....

The situation is till the after (disconnected) for than a week.

How long will it take Tele2/Transcom to sove their problems ?????

No one asked for this it was imposed on us by Tele2/Transcom.....
Again another weird Chat/encounter with Tele2/Transcom:

This is the replies I got:

Miranda zegt:Thanks for waiting. I see that you have an outstanding invoice and that you gave us a receipt for the payment. The department is still trying to figure out where your payment remains. Unfortunately, they haven't found your payment jet and do not have any new information. I ask you therefore to wait. When they have more information, they will contact you. Sorry for the inconvenience.

Miranda zegt:I understand that it is annoying, but unfortunately I can not give you another solution for this. We can only connect you again for the services when we have found your payment and the invoice is paid.


"Since I don't get an answer from you anymore, I assume that your question is answered. For this reason I now Terminates this chat. I wish you a nice day. After this chat, you have the opportunity to anwser number of questions. If you want to give your opinion, we really appreciate this."

"Tele2 zegt:Het gesprek met de Live Chat agent is beëindigd. Wij vinden jouw mening zeer belangrijk! Om inzicht te krijgen in jouw tevredenheid en wensen verzoeken wij je deze Vragenlijst in te vullen. Alvast vriendelijk bedankt! Kan ik je nog ergens anders mee helpen?"

This is beyond reason it is like discussing with someone on another planet.....

"The department is still trying to figure out where your payment remains." This answer after paying on 24-08-2017, proof of payment sent on 07-0-2016 and 22-09-2016 and still they can not find this payment.

I have even sent a copy of an email, from my bank confirming the payment........

While another one made from the same bank account to the same bank account on the same date, has been found.

This is very strange such inefficiency, disregard to customers.

Does Tele2/Transcom think their customers are idiots.....

All the advertisements in the world will not get them new customers.
Dear any Moderator:

These are the transaction details,:

Boekingsreferentie O6703490674:CI36DT
Transactiebedrag 47,55 (EUR)
Transactie ID OPF-236394678.4
Bronreferentienummer CFO2016-08-24-05.11.17.967429

I received these info fro my bank.

If, after all these informations, Tele2/Transcom can not find this payment, then Tele2/Transcom is really very bad, not use any other/stronger words.
Basisinformatie
Bedrag 47,55 (EUR)

Verwerkingstijd 24-08-2016 07:11:18
Rentedatum 24-08-2016
Boekingsdatum 24-08-2016
Tegenrekening
Nummer/BIC NL72 RBOS 0409 7474 91
Naam - volgens betaler
Naam - volgens bank Tele2 Nederland BV,

See also these info......
Reputatie 7
Badge +4
Staat ergens tussen die nummers ook jouw klantnummer of je factuurnummer vermeld? Anders kan een bedrijf een handmatige boeking niet koppelen.
https://www.tele2.nl/klantenservice/mobiel/automatische-incasso-is-mislukt/

I have also sent two emails on 01-10-2016 and 04-102016 to:

betalingsbewijs@tele2.com

With all the necessary information.....

Let's hope and wait when I will get a feed back (positive)

Not the usual:

"I can not help you" "I can not do anything for you"

Every day, I am disconnected is going to cots Tele2 a huge bundle.

I am going to make sure they will pay and that it will hurt them.
Reputatie 6
Badge +5
We're looking in to it Mibou,
just like I said in the other thread.

However, not letting people finish talking on the phone of being rude is not helping you, not one bit.
Please keep that in mind.

Ben
You too Mr. Ben....As I mentioned in another thread.....

Please measure your words before commenting.....

The last time I contacted Tele2/Transcom is last week and once more, being obliged to hear incompetence and "I can not help" "I can not do anything for you" is very frustrating.