Telekom. Witness my Personal Shitstorm Live.

Juli 29th, 2010 • 10 comments Brands, CRM
Tags: Brands, Mobile, Service, Telekom, TMobile, Truth, Twitter, Underway, World

This morning I checked my German bank account and found out that 1,400 Euro were missing. The reason? My former telecom provider Telekom had withdrawn the money. I had terminated my iPhone contract months ago. So why did they withdraw so much money?

In Germany you usually have two year mobile contracts.

• If you cancel your contract prior to this two year period, your telecom provider is nice to you, offers new handsets, special conditions etc. to make you return to him
• If you forget to terminate the contract it is automatically prolonged for another year without a real option for you to get out

Sounds bizarre? Yes, absolutely. Actually we all know that keeping a pleased client is much cheaper than acquiring (or reacquiring) a new one – but telecom providers in Germany don’t seem to think that far.

Back to the 1,400 EUR. Where were they? In April 2010 I found out that I am moving to Amsterdam to start a new job. I immediately withdrew from my iPhone contract which was still in effect by September 2010. In other words – I had to pay at least 4-5 more months.

Later I realized, there is  a way out of this little problem. Simply because I moved abroad – Germany’s Telekom could not offer their services in the Netherlands. A German law gave me the right to instantly terminate the agreement  if this is the case. So, in June (while already being in Amsterdam) I sent them another letter, withdrawing from my German mobile contract with instant effect.

What I did not know was – by withdrawing for the second time my first contract termination was considered as inoperative. The result…

• Telekom disconnected me instantly
• But (as I withdrew ‘too late’) they prolonged my existing contract for one more year and
• Made me pay for this prolongation for the whole prolonged year = 1,400 Euros

Very twisted ‘reality’. Of course I instantly screamed at a poor guy from customer service who promised me to solve the problem asap. And as usual, nothing happened. I called up my bank and got the money returned…but of course the problem with Telekom was not yet solved.

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