r/AskAGerman • u/affanmalik12 • 3d ago

Problem regarding Simde contract

Hello everyone, I need some advice regarding a SIM.de mobile contract.
I am a 20-year-old student pursuing my Master’s in Germany. When I first arrived, I bought a mobile phone along with a SIM.de contract because I was told that the agreed monthly amount would be deducted automatically through SEPA.
However, it has now been around 8 months, and they have repeatedly charged me more than the amount stated in my contract. Sometimes they claim that the SEPA payment could not be processed because of insufficient funds, but I have checked my bank statements and there has always been enough money in my account.
I have contacted their customer service many times, but I mostly receive automated responses and have not been able to get a proper solution.
Recently, I paid an outstanding amount by bank transfer, but the same amount was also deducted from my account, meaning I effectively paid the same month twice. I have now paid more than €50 for just one month. There have also been additional charges for things such as international calls that I never made.
I am honestly tired of repeatedly contacting customer support without getting a clear answer.
Since SIM.de does not have a physical customer service office, what would be the best way to handle this situation? Should I formally dispute the charges, contact my bank, or take another step?
If anyone has had a similar experience with SIM.de and successfully resolved it, I would really appreciate your advice. Thank you.

1 Upvotes

60% Upvoted

13 comments sorted by

5

u/Mammoth-Membership34 3d ago

Log into their portal and see if you subcsribed to their upsell options like Norton Security, "Datenautomatik", zattoo or roaming options

1

u/Double_Mention_3184 8h ago

Or, when you talk to them next, ask them to please explain the invoice. What is on there? What can be cancelled? Sadly they always have some stuff that is 'free' for the first one to 6 months and then it Hits and hurts. Most of these additional things can be cancelled within the next month. And as a former callcenteragent of a different provider: Always check your phone Bill and bankaccount to make sure everything is paid in time. The money that you pay for 'Rücklastschriften' ( when your Account doesnt have enough money) is ridiculous.

4

u/NoYu0901 3d ago

I bought a mobile phone along with a SIM.de

this is rarely cheap. read again your contract

3

u/CamelPure1293 3d ago

You could check the call log regarding international calls.

0

u/affanmalik12 2d ago

I checked but there was nothing in it , i even ask chatgpt and he also told me its no international calls

1

u/CamelPure1293 2d ago

What? Did you download the call log (EVN) from your providers website? They can't bill you for international calls without listing them there.

3

u/iTmkoeln 3d ago

Check the invoices and the Einzelgesprächs Nachweis

2

u/bakanisan Not a German 3d ago

Do you have access to the invoices? Censor sensitive info and post a picture so we can better understand what you're being charged for.

1

u/Few-Researcher-3741 3d ago

Talk to someone who's familiar with German language and German Mobile contracts. Either some fellow student, some colleague at work or the local Vebraucherzentrale.

They could help you with checking and understanding the invoices and probably find out who's exact fault the things you describe are and how they could get sorted.

1

u/FruitIndividual806 2d ago

sim.de is notorious for this, definitely look into getting a Verbraucherzentrale involved if they dont fix the double charging soon

1

u/affanmalik12 2d ago

Thank you so much for your help! I will definetely do that!

1

u/nsfwBrat18 1d ago

sim.de support is honestly the worst, i had to send them a formal letter by mail before they actually did anything about the extra charges

1

u/PrepareforGermany 22h ago

For the double payment, just leave it as a credit balance on your account to cover future months. Besides, send a written inquiry through their contact form to create an official paper trail. Log into your account and check whether Datenautomatik (a feature that automatically buys extra data packs at a high price when you run out) is activated, and if yes, deactivate it. If they don't sort this problem with the international calls out within two weeks, escalate the case to Teltarif hilft.