Thema "Re: Trying to cancel since 2020" in Kabel: Tarife & Rechnung

Trying to cancel since 2020

psmartins — Mon, 10 Jan 2022 17:19:15 GMT

Hi! I have been trying to cancel my Vodafone contract since December 2020 and I have moved out of Germany but still, with presenting the official documents from the government that confirm my move-out date, your customer service is still saying I need to keep paying for it? I have a Kable contract and have been notifying you since December 2020 that I do not want to continue but keep being charged.

The latest email from Customer Service says that I need to post in the Forum to get this resolved. Can you help?

Betreff: Trying to cancel since 2020

Torsten — Mon, 10 Jan 2022 19:30:22 GMT

If you move to an area that is not served or abroad, since December 1st, 2021 you have a special right of termination with a notice period of 1 month, previously the period was 3 months. In which federal state did you have the contract?

Betreff: Trying to cancel since 2020

psmartins — Tue, 11 Jan 2022 13:34:08 GMT

Hi! I live in Bayern and still they did not accept my cancellation, they are charging me the monthly fee, Anyone here from Vodafone that can help answer that?

Betreff: Trying to cancel since 2020

Torsten — Tue, 11 Jan 2022 21:43:12 GMT

Have a little patience until a VFD / ex-KDG mod can report here and request your data. This can currently take a few days.

Re: Trying to cancel since 2020

Lars — Wed, 12 Jan 2022 16:21:57 GMT

Hi psmartins,

the first question would be, where was the notice sent to in December 2020? Did you send it by post or email? To which address?

Best regards

Lars

Re: Trying to cancel since 2020

psmartins — Tue, 18 Jan 2022 17:22:38 GMT

Hi. I have sent it via post, email, registered post (with the internet modem), Whatsapp, Facebook Messenger - and posted some requests here in the Forum. Started in December 2020 but sent it several times to several paths to you during 2021. What else do you need from me? I left Germany end of October 2021 and you are still charging me for internet...

Re: Trying to cancel since 2020

Nancy — Thu, 20 Jan 2022 10:01:18 GMT

Hello psmartins,

have you notified us of your move via our moving service? You can find tips on how exactly it works in our thread Moving abroad - Leaving Germany.

Best regards

Nancy

Re: Trying to cancel since 2020

psmartins — Thu, 20 Jan 2022 10:08:26 GMT

Yet another new process I never heard of after several conversations with your customer support and contact center? This is how you keep customers attached to Vodafone? By ignoring requests for cancellation and creating bogus processes that send people on an endless loop?

I have been notifying you since December 2020, in the summer I have notified you that I was out of service for 3 months (internet didn't work) and that I was moving out of Germany in November.

Can you please just honour my request that was done across multiple channels - including - to your CEO Hannes Ametsreiter? Can you do me the service of cancelling my account on the requested date as it is according to the law and honour the date I left Germany?

I didn't have any problem with any other company - t-mobile, electricity, landlord, car insurance - only with VODAFONE!

Re: Trying to cancel since 2020

Nancy — Fri, 21 Jan 2022 11:33:53 GMT

Hello psmartins,

this is the normal reporting channel. I am sorry that this was not communicated to them beforehand.

I will be happy to check the status of your termination. Please send me your customer number, name, date of birth and address by private message.

Then report back here in this thread.

Best regards

Nancy

Re: Trying to cancel since 2020

psmartins — Mon, 24 Jan 2022 17:11:04 GMT

My timeline:

Vodafone Germany problems - FB communication, Email, Kontakt centre

9/4/19, 8:31 AM - Low speed of internet, opened a ticket technician as sent onsite with little resolution
9/10/19, 4:26 PM - low speed of internet, asked for technician which was sent and replaced modem
11/11/19, 11:16 AM - speeds low with replacement router, requested another visit from technician
11/27/19, 9:45 AM - Low speed (40Mbps) - asked for help and assistance
11/28/19, 6:21 AM - resolution was to change to a lower contract - which was never done, another technician was sent
12/2/19, 5:07 PM - more issues with internet reported - unstable speed and multiple disconnects
12/13/19, 8:32 AM - Connection drops, had to return modem at my own cost because Vodafone refused to provide a return label
12/16/19, 5:13 PM - still issues with the internet, no resolution - vodafone keeps sending technicians and modems, no improvement in the situation
12/18/19, 6:12 PM - more attempts to resolve the situation of the internet connection, still no solution
6/23/20, 8:52 AM - reported multiple incidents, asked for technician to come and check the installation of the building, was asked to pay for assistance
8/26/20, 12:34 PM - back from holidays, still issues with connectivity. Provided connection logs
8/27/20, 12:18 PM - Vodafone said that technician can only come to check and replace modem, does not test the lines
8/27/20, 4:20 PM - New router ordered
8/31/20, 2:10 PM - Price increase from Vodafone GMBH
9/25/20, 8:23 AM - Internet at extreme low speeds (15Mbps vs 1Gbps contracted)
9/30/20, 3:10 PM - Promotion ended, price went from 25 Euros to 69.99
12/1/20, 10:07 PM - Requested forms for cancelation of broadband, was directed to https://vodafonemvf.page.link/QZUk - inexistent page
12/1/20, 10:24 PM - requested again for information on cancelation, no reply so I sent a form that I found online through FB Messenger
12/3/20, 10:42 AM - was told by "Thomas" that I can no longer cancel my contract
9/21/21, 12:07 PM - 1 month without service, requested for immediate cancelation - no reply
9/21/21, 12:30 PM - requested again for cancelation and details to send back the modem. Vodafone answered "we cant cancel your contract, because you didnt try to take help from us or something like this,- we didnt see any ticket here or something similar."
9/21/21, 7:40 PM - requested again cancelation details, was sent to https://forum.vodafone.de/t5/Internet-Telefon-TV-%C3%BCber-Kabel/Moving-abroad-Leaving-Germany/td-p/1719457
10/6/21, 9:47 PM - another attempt to cancel contract due to NO internet - no reply (No Internet for 2 months, still paying)
10/7/21, 6:32 AM - Still trying to cancel Vodafone, was told by your support to request cancelation in https://kabel.vodafone.de/kontakt - submitted form, no answer
10/7/21, 10:24 PM - sent again the form i found online to FB Messenger due to no other info or reply from kontakt
10/8/21, 7:58 AM - was asked for proof. Provided what i had supplied, got denied the contract cancellation still
10/13/21, 1:10 PM - was told termination could not be adjusted to the original date
10/13/21, 3:21 PM - was told "We did not receive any notice in December. On 07.10.21 the information about the move arrived at us and thus the contract is terminated from the day with a notice period of 3 months, This is also correct. "

Still paying but no longer live in Germany since 1st of November...!?!?!?

Re: Trying to cancel since 2020

MasterScorpion — Mon, 24 Jan 2022 18:13:56 GMT

Did you send the private message ?

Re: Trying to cancel since 2020

psmartins — Tue, 25 Jan 2022 11:02:36 GMT

Yes, i sent the private message with all my details.

Re: Trying to cancel since 2020

Stephan — Wed, 26 Jan 2022 14:55:26 GMT

Hi psmartins,

thanks for your pm so far. But please share the complete info Nancy asked for. Thanks.

Regards

Stephan

Re: Trying to cancel since 2020

psmartins — Wed, 26 Jan 2022 15:50:15 GMT

I answered with all my details to Nancy - what else do you need from me to provide assistance?

Re: Trying to cancel since 2020

PeteraufKeta — Wed, 26 Jan 2022 17:41:17 GMT

Hi,

I really don't want to be rude, but before you sign something, you usually read the contract you're signing.
Contracts don't just dissolve like that.
They have to be terminated in the way Vodafone requires.

Peter

Re: Trying to cancel since 2020

psmartins — Thu, 27 Jan 2022 10:06:44 GMT

100% agree with you but its a bit difficult when you don't speak German and you ask for advice from VODAFONE GMBH and everytime you ask they give you a different method and way of cancelling your contract.

I told them way in advance before the contract renewed that I would like to cancel and they answered few days after the required "renewal date" to say that "oops, the renewal cancellation date has passed" is just unethical.

All other companies in Germany that we had contract with were clear and communicated promptly but Vodafone method is to confuse customers, give inaccurate information for cancelation and hide the sections in the website instead of making it easy to do self service cancellation - as with Grünwelt Energie for example.

Maybe I was ignorant and too trustful but that is no excuse for a multi-national corporation to exploit Expats in Germany.

Re: Trying to cancel since 2020

PeteraufKeta — Thu, 27 Jan 2022 16:36:21 GMT

I can understand them, Germany is not very customer-friendly when it comes to cancelling contracts.

That's always been the case, but things are changing lately.

Of course, all in all, it went badly.

The question for you now is whether Vodafone might terminate the contract earlier as a gesture of goodwill.
(Probably not)

Maybe a MOD/employee can say something about it here too.

Peteraufketa-

Re: Trying to cancel since 2020

psmartins — Thu, 27 Jan 2022 16:56:28 GMT

Just to be clear - I am not asking for Vodafone to cancel the contract "earlier" - I am asking Vodafone to accept my request for cancellation that I did since December 2020.

I communicated in advance of contract renewal and in advance of moving out of Germany, Vodafone is just not accepting for some unknown reason to me, that is why if this is not resolved I will get lawyers and an official complaint to the federal network agency since I have all the records of a cancellation request and incorrect information given by vodafone customer care.

Look forward to your replies Vodafone!

Re: Trying to cancel since 2020

Lars — Fri, 28 Jan 2022 16:08:45 GMT

Hi psmartins,

unfortunately your date of birth is still missing for legitimation. Please send this to Nancy and then report here in the post.

Best regards

Lars