How to Query Telefonica Bill
How to Query Telefonica Bill
What is the best way to query charges on a Telefonica bill?
I have looked on the telefonicaonline website, but that has really confused me as there is now so much information there that I cannot find a general contact. I was hoping to see an email address, but the site is now so huge that I have given up.
Is this something that they will deal with on 1004, in English, or is that number just for asking for maintenance etc.? Unfortunately my spanish is not very good, especially on the phone.
I have looked on the telefonicaonline website, but that has really confused me as there is now so much information there that I cannot find a general contact. I was hoping to see an email address, but the site is now so huge that I have given up.
Is this something that they will deal with on 1004, in English, or is that number just for asking for maintenance etc.? Unfortunately my spanish is not very good, especially on the phone.
-
- Andalucia.com Amigo
- Posts: 211
- Joined: Wed Feb 14, 2007 5:25 pm
- Location: Marchamona
Re: How to Query Telefonica Bill
I may be wrong, but I think 609 is the client services/customer relations department. They should be able to advise. I believe some of them speak English.
Re: How to Query Telefonica Bill
I have used 1004 in the past to query a bill and because my landline is registered to an English user it was automatically transferred to an English speaking operator without request. If you are calling from another line, eg, a phone box, have a conversation with yourself in English (you feel a bit of a pr*t doing it though) and the system will pick that up and transfer you.
-
- Andalucia Guru
- Posts: 11081
- Joined: Tue Jun 15, 2004 11:11 pm
- Location: Guadalhorce Valley
Re: How to Query Telefonica Bill
609 is only for Movistar. You will need to persist with 1004. Failing that try 917 073921.
Let's go Brandon!
-
- Andalucia Guru
- Posts: 2984
- Joined: Sat Feb 26, 2005 2:31 pm
- Location: Sevilla
Re: How to Query Telefonica Bill
Did you have any luck with your bill query? We were overcharged, due to Telefonica not switching us to the UK call tarif, where we paid extra per month, but got the calls cheaper. They said it wasn´t their fault!! Well it wasn´t mine, I was told I would be connected up in 36 hours and I checked I was on the new tarif, but I wasn´t....... no trace of my call either, how strange! We´ve now changed our phone calls to the UK to a far cheaper company, so told Telefonica so keep their so-called cheap charges.
-
- Andalucia Guru
- Posts: 2165
- Joined: Sun Nov 06, 2005 5:08 pm
- Location: Previously Álora but now in Milton Keynes UK
Re: How to Query Telefonica Bill
When I queried, via an English speaking operator on 1004, for being charged for something I never ordered (Bono Europa) she promised to correct it. It never happened so, with the aid of an on-line translator, I e-mailed Telefonica in Spanish via their web site and got a swift response (reference number included) confirming they would correct the error and refund the excess charge. They subsequently did so. I have never been a great fan of dealing with large organisations via the telephone, always believed in putting things in writing even in the UK where there is less of a language issue!
-
- Andalucia Guru
- Posts: 11081
- Joined: Tue Jun 15, 2004 11:11 pm
- Location: Guadalhorce Valley
Re: How to Query Telefonica Bill
I was without my telephone line for about ten days in the early part of last year which took in both New Year and Kings. I asked a 1004 operator (in Spanish) for a credit for the time I was without the line and for some calls which had apparently been made from it during that time and received a credit of about €35 three weeks later plus a letter of apology from Telefónica head office in Madrid.
I am the first to criticise Spanish entities when the situation warrants it but I have always found that if you approach them in the right way and you should have no problem.
Sevillana/Endesa are far worse to deal with then Telefónica and I had to resort to legal action via my insurance company in order to force them to pay for damaged caused by a spike to the control box of my generator.
I am the first to criticise Spanish entities when the situation warrants it but I have always found that if you approach them in the right way and you should have no problem.
Sevillana/Endesa are far worse to deal with then Telefónica and I had to resort to legal action via my insurance company in order to force them to pay for damaged caused by a spike to the control box of my generator.
Let's go Brandon!
Re: How to Query Telefonica Bill
I found " Bono Europa " hidden away on my bill as well, I called 1004 and they removed it and gave me a credit for the amount taken without my authorisation, it just takes a lot of pacience.
Re: How to Query Telefonica Bill
I am still going around in circles with my Telefonica bill.
I have been charged for some items that are incorrect. I phoned 1004 two weeks ago and they agreed it was incorrect and said they would send a corrected bill. Well 2 weeks later I still have had nothing through the post. I must make payment before 31st Jan - so phoned 1004 again today.
They had no record of my previous phone call, what a surprise. So I explained again that my factura was incorrect. They said that if I want to make a complaint I must phone 900101010, and deal with it in Spanish. I said that it was not a complaint as such and that I would make part payment of the invoice as I could see no point in paying for something that they already agreed was incorrect, and then try to claim it back. I was told that if it is not paid in full by 31st the line would be cut off and I would then have a bill for reconnection.
I have just spent another half an hour trying to register on telefonicaonline, and finally succeeded. Now I am searching for an email contact and cannot find one. I have prepared what I want to sent in Spanish, but all I can find are phone numbers.
I see Masterob found an email address, so it must be there somewhere, but where? I thought I found it when I clicked 'correo web' but that was access to telefonica webmail, I think.
can anyone help?
I have been charged for some items that are incorrect. I phoned 1004 two weeks ago and they agreed it was incorrect and said they would send a corrected bill. Well 2 weeks later I still have had nothing through the post. I must make payment before 31st Jan - so phoned 1004 again today.
They had no record of my previous phone call, what a surprise. So I explained again that my factura was incorrect. They said that if I want to make a complaint I must phone 900101010, and deal with it in Spanish. I said that it was not a complaint as such and that I would make part payment of the invoice as I could see no point in paying for something that they already agreed was incorrect, and then try to claim it back. I was told that if it is not paid in full by 31st the line would be cut off and I would then have a bill for reconnection.
I have just spent another half an hour trying to register on telefonicaonline, and finally succeeded. Now I am searching for an email contact and cannot find one. I have prepared what I want to sent in Spanish, but all I can find are phone numbers.
I see Masterob found an email address, so it must be there somewhere, but where? I thought I found it when I clicked 'correo web' but that was access to telefonica webmail, I think.
can anyone help?
Re: How to Query Telefonica Bill
I think that was a bit of a scandal, seemed to have happened to most ex-pats. I dealt with it through 1004 but the first time nothing happened although they said they had cancelled the charge.curatokid wrote:I found " Bono Europa " hidden away on my bill as well, I called 1004 and they removed it and gave me a credit for the amount taken without my authorisation, it just takes a lot of pacience.
-
- Andalucia Guru
- Posts: 2165
- Joined: Sun Nov 06, 2005 5:08 pm
- Location: Previously Álora but now in Milton Keynes UK
Re: How to Query Telefonica Bill
Laslomas, they don´t make it easy but, if you go into the telefonicaonline web page, at the top you will see HOGAR with a list of options below it. Click on AYUDA Y SOPORTE. Scroll to the very bottom of the next page and you will see QUIENES SOMOS/ CONTACTO/TELEFONICA EN EL MUNDO.
Click on CONTACTO. This opens a page with a list of telephone numbers. Again, scroll towards the bottom and below the box headed INFORMATION CORPORATIVA you will find in small blue printing OTRAS CONSULTAS Y SUGERENCIAS. Click and it opens the page where you can put your communication plus your details. Click on ENVIAR and away it goes.
The response will, of course, come back in Spanish but it worked for me.
Good luck!
Click on CONTACTO. This opens a page with a list of telephone numbers. Again, scroll towards the bottom and below the box headed INFORMATION CORPORATIVA you will find in small blue printing OTRAS CONSULTAS Y SUGERENCIAS. Click and it opens the page where you can put your communication plus your details. Click on ENVIAR and away it goes.
The response will, of course, come back in Spanish but it worked for me.
Good luck!
-
- Andalucia Guru
- Posts: 2165
- Joined: Sun Nov 06, 2005 5:08 pm
- Location: Previously Álora but now in Milton Keynes UK
Re: How to Query Telefonica Bill
Must be the time of the night/morning but I could/should have given you the link which will take you straight there!:
http://www.telefonica.es/contacto/otros.html
Sorry!
http://www.telefonica.es/contacto/otros.html
Sorry!
Re: How to Query Telefonica Bill
Yes, much to my astonishment I managed to get the Bona Europa charge cancelled and a refund....took a couple of hear-tearing 1004 calls and an angry email though.....
Life is as good as you make it, just keep my glass half full
Who is online
Users browsing this forum: No registered users and 10 guests