Complaint regarding incorrect monthly charges

Dear Customer Service Team,

I am writing to formally raise a complaint regarding the incorrect monthly charges on my mobile subscription.

On my initial order S9335580, I applied for a new mobile plan with your company based on a promotional offer. According to the offer, after discounts, my monthly payment was supposed to be €11.50. However, the SIM card shipment was stolen during delivery, and as a result, my application was cancelled by your side. I was then advised to submit a new application.

When I reapplied under order S9385233, the advertised price was still shown as €11.50 per month, but the contract I was asked to sign indicated a different amount — €20 per month. Unfortunately, I did not immediately notice this discrepancy and signed the contract.

Once I realized the issue, I promptly contacted your support team and explained that since my first application was cancelled due to circumstances beyond my control, my new contract should have been issued under the same conditions as originally offered. Your support acknowledged the difference and requested additional information. I attempted to provide the requested information, but later discovered that the request came from a noreply email address. This meant that my response could not be received, and effectively I was given no way to reply to the question asked.

As a result, despite my efforts to resolve this issue, I have now been left waiting for a month without any progress, and today I received an invoice for €20 instead of €11.50.

I kindly request the following:

Please change my monthly fee to the originally agreed amount of €11.50.

Please reimburse the difference already charged for the current month.

I trust you will treat this matter with urgency and provide me with a clear resolution as soon as possible.
Sincerely,
Vladimir