Thema "Cancelling an unsolicited Kabel contract" in Kabel: Tarife & Rechnung

Cancelling an unsolicited Kabel contract

Hrtmn — Sat, 30 Jan 2021 23:24:01 GMT

Hello,

After calling, sending letters, and speaking with mulitple representatives in store, i'm at a loss and hoping this can be resolved here before i reach out to the EU Consumer Centre or a lawyer.

In August of last year an internet router was mailed to my apartment whilst i was on holiday outside of Germany. After returning to Germany, i recieved the package containing the router and discovered i would allegedly be entered into a contract automatically if the router was not returned within 14 days. I immediately tried to return the router to my nearest Vodafone store and was rudely told they would not accept it and that i needed to mail it by post, which i did shortly after.

To my surprise, my account was charged a month later, which my bank was able to redeem after filing a complaint. I then tried to sort the matter out over the phone with Vodafone, which proved to be no help. I went into multiple stores and although the representatives were helpful, i was told i needed to write a letter. After writing a letter in October last year to bring this unsolicited contract to Vodaphone's attention and cancel all future payment requests, i recieved no response, in fact i received another invoice for November alongside a letter from a debt collector in December. Given that I did not request any router or internet service and that I absolutely have not signed any agreement for new services, i can't beleive this is how Vodafone treats a loyal customer.

I've read a number of posts from this forum where memebers have managed to help customers and hope the same can be done here. Thanks, look forward to your reply.

Betreff: Cancelling an unsolicited Kabel contract

reneromann — Sun, 31 Jan 2021 00:59:54 GMT

A router is usually not just sent to you by fault - especially as there's usually a lack of complete contact data as well as your bank account information. If those data are available to Vodafone, then there must've been any kind of contact where you handed over these details (especially, but not only, the bank account information).

The next thing is:

The router package usually contains all the information what to do to withdraw from a contract. This information clearly states that you have to return the hardware by sending it back with the included package slip -BUT- to also notify Vodafone via eMail or postal letter [to another address - not to the warehouse!] within this 14-day period. If you didn't do so in time (as just returning the router is not enough to withdraw from the contract), I'm afraid that the contract is now final and you'll have to pay for it until you cancel it (the earliest date would be the end of the regular term of 24 months).

And do yourself a favour: Do NOT try to do anything more by phone calls - the best option right now is just to write letters.

By the way: Just because you don't have the router anymore, this does not mean that you don't have to pay anymore - as you could also use the line by activating your own router with the activation code you got initially.

Betreff: Cancelling an unsolicited Kabel contract

strg-alt — Sun, 31 Jan 2021 08:01:30 GMT

@reneromann: if he did not agree to any contract, than there is no contract. Just sending a router does not establish a valid contract if there was no consent by the customer.

Instead of writing letters I would wait for a moderator to check the background of this "contract" and how it was initiated. Then you can decide how to proceed further.

Betreff: Cancelling an unsolicited Kabel contract

reneromann — Sun, 31 Jan 2021 10:29:25 GMT

@strg-alt schrieb:

@reneromann: if he did not agree to any contract, than there is no contract. Just sending a router does not establish a valid contract if there was no consent by the customer.

That's only partially true. One thing that is strange is the fact that Vodafone has the bank account information - and that's not available in public. So it cannot just be some kind of person just running around and listing names from the nameplates on the door bells - instead somebody must have handed over the bank account details to Vodafone - either in a call or by visiting and getting consent.

And this handover of such details like the bank account information is usually only done after you've had consent about a contract (or at least as a customer, I would be extremely suspicious why I need to hand over my bank account information if I don't want to have a contract).

@strg-alt schrieb:

Instead of writing letters I would wait for a moderator to check the background of this "contract" and how it was initiated. Then you can decide how to proceed further.

That might be true - but the only thing is that calling any hotline won't help anymore.

Especially if the whole thing has already gone to an external debt collectors service - they're usually not interested in having any kind of conversation, they just want the money.

Betreff: Cancelling an unsolicited Kabel contract

Hrtmn — Mon, 01 Feb 2021 20:21:04 GMT

Thanks for your response.

I've been a mobile customer with Vodafone since 2016, which is how they have my address and bank details.

I've always declined Vodafone's enquiries about additional services and have never requested any information regarding internet service, let alone a router or a contract. This is borderline extortion from a national service provider.

Thanks again for your replies, hopefully one of the moderators also sees this post.

Re: Cancelling an unsolicited Kabel contract

Thomas — Mon, 01 Feb 2021 20:52:46 GMT

Hi Hrtmn,

let's take a look. Send me your customer number, name, date of birth and address in a private message.

Then reply again here in the post.

Regards

Thomas

Re: Cancelling an unsolicited Kabel contract

Hrtmn — Mon, 01 Feb 2021 21:00:04 GMT

Thanks @Thomas, i've sent through the details.

Re: Cancelling an unsolicited Kabel contract

reneromann — Mon, 01 Feb 2021 22:02:59 GMT

It's still strange - as Vodafone KabelDeutschland (the cable branch) does not have access to the bank account details from Vodafone (mobile branch).

I don't even have heard anything about people getting cable network contracts without having either being called or having salespersons visiting them at home - but usually only in case they already have a landline contract using DSL / phone line.

But let's see what @Thomas finds out.

Re: Cancelling an unsolicited Kabel contract

Stephan — Thu, 04 Feb 2021 08:37:23 GMT

Hi Hrtmn,

would you please check the customer number for the contract. The number you sent, doesn't fit.

Regards

Stephan

Re: Cancelling an unsolicited Kabel contract

Hrtmn — Fri, 05 Feb 2021 07:04:08 GMT

Hi @Stephan ,

Thanks for your reply. I've sent through the customer number in a private message.

Re: Cancelling an unsolicited Kabel contract

Thomas — Wed, 10 Feb 2021 06:40:17 GMT

Hi Hrtmn,

do I understand correctly that you had already sent proof of your absence? You were also never in a store in Gera to discuss a contract there?

Regards

Thomas

Re: Cancelling an unsolicited Kabel contract

Hrtmn — Wed, 10 Feb 2021 09:10:03 GMT

Hello @Thomas , @Stephan ,

Were you able to look into what happened here? Any update would be most appreciated.

Thank you.

Re: Cancelling an unsolicited Kabel contract

strg-alt — Wed, 10 Feb 2021 09:16:48 GMT

@Hrtmn: please answer the questions from Thomas, he is trying to understand the situation.

Re: Cancelling an unsolicited Kabel contract

Hrtmn — Wed, 10 Feb 2021 16:13:01 GMT

Hi @Thomas , appologies i missed your reply.

That's correct, i sent in proof of my absence via post and email. I was also never in any store in Gera (this is the first time i'm even hearing the name of this city) and never did i discuss any contract.

I'm curious why you ask about a store in Gera?

Thanks Thomas.

Re: Cancelling an unsolicited Kabel contract

Thomas — Thu, 11 Feb 2021 11:02:08 GMT

Hi Hrtmn,

we have given the matter to another department for review. As soon as we hear anything, we will let you know here.

Regards

Thomas

Re: Cancelling an unsolicited Kabel contract

Hrtmn — Mon, 22 Feb 2021 07:15:41 GMT

Hi @Thomas,

Is there any update on the progress of this issue?

Thank you.

Re: Cancelling an unsolicited Kabel contract

Stephan — Tue, 23 Feb 2021 13:20:27 GMT

Hi Hrtmn,

unfortunately not. Until today we have no update for you. I'm sorry.

Regards

Stephan