What should I keep in mind about chargebacks?

Causes and consequences of chargebacks at sipgate, as well as notes on settling outstanding items and reactivating direct debit.

If a debit from your account by SEPA direct debit fails, a chargeback occurs. This chargeback incurs additional costs for us, which we will invoice you in accordance with our terms and conditions.

Possible reasons for a chargeback include:

• You failed to inform us of your new bank account details to let us know (e.g. when using automatic top-up).

• Your account had insufficient funds at the time of the debit.

• Against the SEPA direct debit was an objection The bank fees are deducted from your call credit at sipgate. As a result, your credit account at sipgate may have gone into the negative - in this case, outgoing calls may no longer be possible.

We do not automatically correct your outstanding items. If you would like to settle them, please transfer the outstanding amount or make a manual top-up.

Do you have any further questions? Our customer service will be happy to help you on 0211-63553355 or by email at [e-mail].

Error in automatic debit

After a chargeback, the automatic debit by SEPA direct debit is deactivated until the outstanding items resulting from the chargeback plus fees have been settled. As soon as we have received the outstanding amount, automatic debit will be reactivated.

If you would like to settle the outstanding items by bank transfer, please make sure that in the payment reference your customer number is included so that we can assign the transfer to the correct account without delay.

Changes to automatic debit only take effect for future invoices and debits. If you have changed the payment method in the meantime, reactivation will of course take this change into account.