FedEx really charges a fee for calls answered by a robot!? The robot answer refers to the website...

tl;dr:

• FedEx charges fees for hotline calls when a robot says that they can't help over the hotline
• The fee-based hotline might violate the german laws
• FedEx already has better options and alternatives than a fee-based hotline

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Story:
I ordered a package from Japan, which was shipped by FedEx Express. Yesterday I received the customs invoice from FedEx by mail.

Since I misinterpreted something on the invoice, I considered contacting customer support. Convenient, because the number of the hotline was printed on the invoice.No sooner said than done. I called the "fee-based" customer hotline. I expected a quick answer and quality support due to the call charge.

A robot answered the call: Press 1 for XY, press 2 for ZA, press 3 for Accounting.Of course, I selected the number 3.

The robot responded again: our accounting department does not support telephone support. Please use the website for billing related questions.

The robot ended the call.

At this point, I would like to mention that the hotline number was printed on my invoice. I certainly call the hotline to ask questions about when it will snow again, not when I have a question about the invoice.

I visited the website and quickly got to the support chat where my questions about the bill were quickly answered. There are several numbers on the website. Among them is the fee-based number that was on the bill.

FedEx call us page

Analysis:
The headline of the fee-based number says: "General inquiries, questions about shipments, information for new customers".

Below that, there is a free number with a very similar heading: "General inquiries, questions about shipments, information for existing customers".

I think that new customers by definition mean that you have not yet had a business relationship. Since I received an invoice, I already consider myself an existing customer. This is interesting for the next point.

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The German laws:
"If a merchant provides a telephone number through which the consumer can ask questions or make statements about a contract that has already been concluded, this number must be an ordinary landline or mobile telephone number. This number does not have to be reachable free of charge; however, certain numbers may not be used." ((German) https://shopbetreiber-blog.de/2021/04/22/lg-hamburg-kostenpflichtige-01806-rufnummer-als-kundenhotline-unzulaessig/)

The Hamburg Regional Court stated this in a ruling in 2021. ((German) https://www.vzbv.de/sites/default/files/downloads/2021/04/15/lg_hamburg_04.03.2021.pdf)

Let's assume that FedEx must provide a regular landline or mobile number, which FedEx does on its website.Is FedEx allowed to provide only the fee-based number, which is not helpful for billing questions, on the invoice?

My opinion:
As a consumer, I would like to see information that the hotline cannot help with billing questions on the invoice and that you should rather use the chat.In addition, the hotline costs should not be charged if you only receive information from a robot.FedEx could at least print the "existing customer" hotline on the invoice.

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What do you think?
We're only talking about 20 cents here, but it's a matter of principle.

Telekom Invoice Details

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FedEx Invoice