Mijn Klacht:
In January I called the T Mobile Klanten Service because our 4G at home (Huawei) was very unhandy. You could only upload 1G and was very uncomfortable and not enough speed for what we were expecting.
We explained this to the worker, and he proposed to switch to T Mobile Thuis, having a steady and fixed internet speed. We asked and made sure that our previous contract (with 4G at home) could be finished. He explained that he could cancel that one and start a new one with T Mobile Thuis.
Then we agreed on this option.
The router came via Post. T Mobile promised a monteur that never came, but we did it ourselves. From that moment, the 4G at home was not in use, we were happy with our new internet connection.
But the problem is that then I checked my bank account and they were still charging for the 4G at home.
Since then, I have called the Klantenservice many, many times. Sometimes for about an hour. They promised to call me back and never did. So, every month, I am paying a bill of €31 for the T Mobile at home plus another one of €55 (it was previously €35, don’t know why it became higher) for the 4G at home which we are NOT using.
Last phone call with the Klantenservice, they told me they could do nothing. I have talked to the T Mobile Thuis department, they transfer me to the 4G at home department and so on. It becomes endless.
The last person who helped me suggested to go in person to a T Mobile Shop. I went there today, to the Eerste van Swindenstraat 207, and the employee asked me to call again to the Klantenservice.
This last person on the Klantenservice told me that my contract for the 4G at home lasts until 2021. That is something I asked before making the new contract, and the person on the line told me (back in January) that it was no problem, that we were on time to cancel that.
Gewenste Oplossing:
So, I really would like someone to help me solve this issue. It is not my problem, but a misscommunication or either a wrong move from the employee who started the new contract. I hope the old contract can be ended and the amount of extra money that I payed will be refund into my bank account.
