Fixed line operators periodically send the invoice with the costs relating to the subscribed subscription, indicating both the fixed rates and any consumption costs (for example on calls made to mobile numbers, not always included in the offer). You may accidentally receive an incorrect invoice, with costs significantly higher than those agreed upon when signing the contract.
In this case, you should not panic: we use all the tools available to us to report the incident to the operator and thus request a correction or a refund of the telephone costs with inflated price .
We find out in this guide how to ask for refunds and adjustments for all the telephone operators present in Italy.
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How to request refunds and invoice adjustments for all telephone operators
1) TIM
The first operator we deal with is TIM, which boasts the largest number of users so statistically it can be subject to this type of problem (there can always be an error).
First of all, we verify that the offending invoice is entered on the Web page of the TIM site, taking us to the site present here -> TIM .
We insert the login credentials by clicking on MyTIM at the top right and, on the page that will open, click on My invoice or My account .
In the screen that we will see we select the offending invoice and, once downloaded to the PC in PDF format, it will be sufficient to recover the invoice code as shown in the image below.
This invoice number can also be retrieved on the paper bill, just check the first page where there is the box with the price to pay.
Once the TIM invoice number has been recovered with the prices inflated, all we have to do is contact TIM's customer service, which is free for all subscribers.
TIM contact details can be found below.
- Telephone number 187
- Social Network Facebook (we use the Send a message button)
- Social Network Twitter (we read the tweet to know the operators online for assistance)
Using one of these tools we will be able to communicate with TIM assistance so that we can rectify or refund the invoice with the wrong price.
2) Vodafone
Unfortunately even with Vodafone it can happen to receive an incorrect invoice with excessive costs.
As already seen for TIM, we will have to recover the code of the offending invoice and report everything to the assistance.
To recover the online invoice number, simply open the Vodafone portal using the link here -> Vodafone.
Click on the top right and insert the login credentials; in the program home we can access the invoices by clicking on the item View and download your invoices .
Let's note the name and the number of the invoice issued; this information is also available on the paper bill.
Now that we have recovered everything we need, contact Vodafone customer support using one of the following tools.
- Telephone number 190
- Social Network Faceboook (we use the Send a message button)
- Social Network Twitter (we use the Send a Tweet button)
Once we contact an operator, we explain the problem and indicate the offending name and invoice number.
3) Fastweb
We have received an invoice that does not comply with the offer chosen with Fastweb "> MyFastpage.
We insert the access credentials and scroll on the homepage until we find the section where there is the last invoice issued.
Alternatively we can go to the Subscription path -> Fastweb Account where it is possible to recover the invoice number quickly and easily; the number needed for assistance is present directly in the interface.
This number is also present in any paper bill requested from Fastweb.
Once this number has been obtained, we can contact Fastweb's assistance using one of the methods proposed below.
- Telephone number 192193
- Social Network Twitter (We use the Message button)
- Social Network Facebook (We use the Get Assistance button)
As soon as in contact with an operator we explain what happened and we provide the invoice number with the inflated costs, so we can request a correction or a refund.
4) WindTre Infostrada
If we have encountered a problem on an invoice issued by WindTre Infostrada, we can retrieve the invoice number directly on the paper bill or by using the online site available here -> WindTre Infostrada.
Click on Login at the top right and enter the login credentials for our personal page; within it it will be sufficient to go to the telephone account to see all the invoices issued, with the number of the same clearly visible in the dedicated column.
Having recovered this precious information, we contact Infostrada customer support using one of the tools recommended below.
- Telephone number 155
- Facebook social network (we use the Send a message button)
- Social network Twitter (we use the Message button)
We explain the problem to the operator and provide the offending invoice number with excessive costs, asking for a refund or correction.
5) How to proceed in case of non-rectification or refund
The operator does not want to correct the invoice or does not want to reimburse the cost of the same "> TIM address
- Vodafone address
- Wind address
Fastweb does not show the address to be used on its pages, but we can retrieve it below.
Fastweb registered office
Via Caracciolo 51
20155 Milan
Fax: 02 4545.4811
Once the registered letter has been prepared and sent, we will have to wait 30 days to allow the operator time to analyze the case and respond to it.
In the meantime, we may receive calls from the administration or some manager, but only a possible reply by other registered letter will be authentic (we always keep everything, even the return receipts).
If the operator has not met our needs or worse, he has not responded to our registered letter at all, we can move on to "strong manners" by starting a conciliation procedure with CORECOM, delegated at the regional level on behalf of AGCOM.
We can find the CORECOM office closest to us by using the website here -> CORECOM offices .
We select the region to which we belong and prepare to start the conciliation procedure (the procedure is different for each region, but in most cases it can be managed completely online).
If we need a form to start the conciliation procedure with the operator, you can download one from here -> UG Form .
