Frustrated with Congstar service, What should I do?

Saroj2045

Hello All,

My contract was scheduled to begin in December 16th. Still I am with no sim card, They deducted the money exactly on 16th though. So, here is my story. I had contacted the customer care on 9th December (first time) and the agent told me that congstar had sent my sim on 3rd December and it should have been reached already. However, I didn't get any sim. She had told me that if I don't receive the sim by 11th December, contact us again and you will send a new sim with a tracking number. I contacted again on December 12th (second time). They said the sim will be sent after December 16th. Since I didn't get the sim, I contacted again on December 17th (third time), They said on December 17th they have sent a new sim. Still I don't have the new sim. I can't contact anyone and my previous operator has discontinued the service. Thanks to Congstar for ruining my Christmas. Today I contacted again- 23rd December (fourth time), I received the same answer that I will get a new sim in 1-3 days. I even offered them to deduct 2.65 euros from my Congstar account and send me the sim with a tracking service (registered mail) . But they say they can't do it. What should I do?

harob

Hi, welcome here at our forum.

The official support will reply tomorrow. Have you alreadey took all personal data to your profile? These data are for the support necessary to have a look to your account: name, phone number and legi-pin. You can find the pin in congstar app oder web-customer-center.

For recieving the SIM: congstar has your correct address and your name is clearly readable at your post box? Do you recieve other letters normal without any problems?

Saroj2045

Thanks very much for the reply. Yes, all personal data is in my profile. I am receiving letters normally for last three years without any problem.

fox1

Hi ! I do absolutely understand you. But from my own experience please be asured that the support members here will do anything that is in their power to support you. I keep my fingers crossed that everything will be fine and solved to your satisfaction shortly. Warm regards Fox1

Stephanie

Hi Saroj2045 ,

that's obviously not a good start :-(. And I can understand your frustration, because that's not how it should be. It's almost as if the card got lost on the way. But so many times in a row is also a bit strange. You write yourself that you have received normal letters so far without any problems. Does your current smartphone support the eSIM?

Greets Stephanie

Saroj2045

Yes, I receive everything at this address without any problem. No, my current smartphone doesn't support e-sim functionality. I am curious why sim card can not be sent with a tracking number. Is it too much to ask?

harob

Zitat von Saroj2045

why sim card can not be sent with a tracking number. Is it too much to ask?

There's no opportunity to do that - the process doesn't exist.

Saroj2045

you mean sim cards can't be sent with registered post via dhl? Is it specific to Congstar or no company can send sim card via Einschreiben? I am even ready to pick it up from a congstar shop nearby my address. They say that is also not possible.

fox1

Dear Saroj2045! I guess that by default the delivery of the sim cards is a highly automatized process without the possibility of intervention. It is no question of too much to ask but simply of possibility. If I am wrong any of the official Congstar representatives here feel free correcting me. I also assume that you have checked that everything is prepeard that the letter may reach you. Once again I do understand the problem. Be sure that the Congstar representatives will do anything what is in their power to help you. For the moment and beside the problem I would like to wish you Merry Christmas! Warm regards, Fox1

Stephanie

Saroj2045 i have to admit, i'm a bit at a loss myself at the moment. Another card was ordered yesterday, and it may arrive today. I would now like to suggest the following. Some stores are still open today, get a prepaid card from us with a new phone number, activate it via your existing customer account here and contact us again and we will refund you the provisioning fee. That way you can be reached over the holidays. And if the card or cards do not arrive by Friday/Saturday, we will have your number released immediately and you can order a card with number portability from another provider. That would be the only solution I can offer right now.

Greets Stephanie

Saroj2045

Thanks very much for the response, Stephanie. I will just wait till Friday/Saturday then. In the mean time, I will just use a family member's number as I don't have time to go, buy and and activate a new number. I will contact here again on Friday. Hopefully, this time I will get it. Else, I will try with another provider as you have suggested.

Patrick

Hello Saroj2045 ,

did everything work out so far, did you get the SIM card?

Greetings Patrick