Telephone companies can create their own text flow
Telephone bill: proof of individual connection
For a long time now, many consumers no longer only make calls via Telekom Deutschland GmbH. You use various call-by-call providers or special service numbers, surf the Internet and send greetings by mobile phone. When the bill comes, it's easy to lose track of things. If you don't want to swallow every invoice amount, you should check your phone calls with an itemized bill and complain about incorrect or unclear items.
Prevent with the itemized connection verification
You have the option of obtaining an overview broken down into individual connections from your telephone company free of charge. You must apply for this itemized billing statement (EVN) before the billing period. It will then be sent to you regularly with the telephone bill. The EVN breaks down the landline, cellular and internet connections. If you receive an EVN from Deutsche Telekom AG, you will also find a connection overview of the call-by-call calls made.
If you have concluded a preselection contract or use call-by-call with registration, you will receive a separate invoice from the respective provider and you must apply to them for proof of connection.
If you have instructed the network operator to delete all connection data after the invoice has been sent, they cannot create an EVN. However, the provider must clearly inform you about the consequences and disadvantages of such data deletion when the contract is concluded. If he does not do this, he is not allowed to delete the data.
However, if you have agreed a flat rate in your contract, the exception applies. In this case, the provider does not have to provide an individual proof of connection as part of the flat rate calls, as this is usually not necessary for billing.
Check with the individual remuneration statement retrospectively
If you have not applied for an EVN and are making a complaint about the telephone bill, the network operator must subsequently provide a proof of connection, the so-called individual payment record (EEN). He only has to provide you with the evidence if you request this within the deadline for complaint. It is important to keep to this deadline - eight weeks from receipt of the invoice - in order to avoid difficulties with evidence. The provider only does not have to create an EEN if this is technically not possible or if you have previously requested the data to be deleted. Certain telephone connections, for example to telephone chaplains, do not appear in the EEN for reasons of data protection.
However, you do not have endless time to complain about an invoice: you must complain within a period of at least eight weeks after receiving the invoice. All connection data will be automatically deleted no later than six months after the invoice has been sent. If you pay your bill without any problems, the telephone companies can delete the data earlier. You will usually find an indication of this on the invoice.
What data you get to know
The proof of individual connection does not cost anything if only the usual data is listed. The Federal Network Agency determines what is "usual". This includes, for example, telephone calls:
- the date
- Start and end of the connection (alternatively start and duration or end and duration)
- the number of tariff units used or the connection price.
- Your port number
- the abbreviated or unabridged destination number
When registering the phone, you can choose whether the destination numbers dialed by your connection should be saved in full, shortened by the last three digits, or only saved until the invoice is sent. At EVN you can decide once more how the destination number should appear there.
For example, if you don't want to reveal everything to your family members, you can opt for the short version despite the complete number of stored numbers at EVN. In the case of a dispute about the telephone bill, the full version is always the better alternative.
Tip: You should therefore prefer full data storage and apply for an unabridged EVN. With the EEN, however, you have no choice: If the connection data is completely saved, it is automatically communicated in full in the EEN.
Extra requests cost something
If you would like more information in the EVN than usual, for example your extension number or the start, end and duration of the connection instead of just two of these features, telephone providers may charge fees for such a comfort EVN.
With a flat rate, the data of the individual connections are meaningless for billing control. Nevertheless, this data is relevant for you to check whether the flat rate is worthwhile or another tariff is cheaper. Therefore, you can "on request also be given the data of connections that have been paid for in a lump sum". The flat-rate connections are therefore not automatically listed in the free EVN. Rather, this requires an agreement with the telecommunications service provider, who may also demand a separate fee for this.
If there is a complaint about the telephone bill, the EEN usually does not cost anything. Telephone service providers may under no circumstances make the EEN dependent on the payment of a fee. If you complain about an invoice, the provider is legally obliged to break down the connection data within the complaint period.
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