• Rework card replacement interface

I replaced all three of my cards because the description I originally chose just wasn’t making any real sense and the costs were displayed as “free”.
However I was charged 9€ for each replacement even though there was no indication of any fee during the ordering process.

Private matters told me that only one card replacement in total is free a year (even though I did not replace any card yet?) which is why I was charged 27€ in total. I would not have ordered them, if I would have known I would have to pay extra for it.

Please optimize the ordering process to reflect those costs. As is it’s highly misleading and to be honest pretty irritating.

    In case, if you replace a card after 12 months, you don’t have any fees.
    If you freeze a card and order a new one, you have to pay a € 9 fee.
    I you order a card to your 3 cards, you have to pay € 9 once and € 2 for Maestro or € 3 for Mastercard extra charge each month.

    Maybe you just freeze your cards and ordered new.

      Although I dpn't intend to change, replace or whatever with my cards, it took me a while to find the costs of new cards. I only found this information on Together and not in the screen where I can order new cards. It just says i can order more cards on top of my subscription.

      Would be better is prices are shown when going to the first screen for ordering new cards.

        @sellisamat#64959 No, did not freeze cards and ordered new ones but most certainly replaced them. And the costs on the screen for the replacement was shown as “free”

          @AnDue#64961 The best way before ordering the card, make a screenshot, cause in your case, normally you don’t need pay any fees.

            @sellisamat#64963 I actually did - not that people should need to have to worry about something like that - but I was slightly confused by the confirmation screen that mentioned payment when the screen underneath said free.

              @Samzoiets#64960 Knockdown argument of course, but: it’s in the conditions. I agree though, if it is unclear during the order process: this should be fixed.

                @LH-Black-Wolf#64966 I know now that it’s there. But if the ordering screen says the ordering is free, that also would have some legal weight.

                  @AnDue#64967 Yes I agree with that. I think it’d be fair you got a refund if the app tells you it is free. Can’t expect everyone to memorise the full terms and all asociated costs.

                    @LH-Black-Wolf#64969 They did say that they would try to get a refund but couldn’t promise it. But it doesn’t look like that’s going to happen. Either way it is what it is now.
                    I just wanted to suggest an improvement to the ordering process in order to avoid more frustration with other customers.

                      @AnDue#64965 I hope, you get cash back. Free is free. Maybe write to support with the screenshot and it will be good 😀

                        @sellisamat#64974 I did, but I doesn’t look like they will refund me. Just hope others don’t won’t get too frustrated because of this.

                          @sellisamat#64980 I swear, they all said free!

                            @AnDue#64986

                            I believe you, do not swear.

                            It may be that the system did not respond quickly.

                            I assume you have replaced all 3 cards in succession.

                            Maybe that's the problem.

                              @sellisamat#64987 But I was charged for all three, not two