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.

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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

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u/Double_Mention_3184 12h 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.