Thema "Betreff: Why are you billing me TWICE???" in Archiv_Kabel

Why are you billing me TWICE???

agulina — Mon, 14 May 2018 12:44:02 GMT

Since the beginning of this year, I wanted to open a new contract with Vodafone closing the old one.

Everyithing went fine from the online form but after some time I was still receiving Invoices for old contarct.

It turned out they cretaed two different contracts under my name.

I wrote two letters to explain this situation and they replied some weird stuff about the old contract not being possible to close and that the new one would have been closed.

As it turns out none of this was true and now I have TWO DIFFERENT BILLS to pay for the same exact address under the same exact name. This is ANNOYING and OUTRAGEOUS!

Of course no one from the Customer Service is helping me in English and now how can I solve this problem of mine??? This is insane!!!

Betreff: Why are you billing me TWICE???

Der Ritter — Mon, 14 May 2018 12:47:37 GMT

Just to clarify:

Are we talking about two separate, yet "identical" Vodafone cable connections that you are being charged for?
If so, did you send a letter of cancellation for the original contract and within the required three months period?

And just as a reminder:

@agulina@ schrieb:

Of course no one from the Customer Service is helping me in English (...)

Well, how about you discussed this in German? After all, you signed a contract in Germany with a German business. Think about it for a little while. Thanks.

If you want help, then maybe it would be a good approach to apply a little courtesy from your side (as for the time being I cannot really see any error on the Vodafone side), rather than tossing around with expressions like

@agulina@ schrieb:

(...) ANNOYING and OUTRAGEOUS! (...) This is insane!!!

Betreff: Why are you billing me TWICE???

agulina — Mon, 14 May 2018 13:04:07 GMT

I don't think it is the right place to patronize here.

First of all, I speak 4 languages. It just happens I don't speak a suitable German for this kind of problems.

This doesn't mean - it's a bit presumptuos to say so - that I did not try asking in German. After making several calls today and nobody being able to help, I gave up. And I'm pissed, yes, because my money is worth and the time I need to solve this problem I can rather spend doing more productive stuff.

Now, to the real question:

- The mentioned contract are different ones though unique Vodafone connection. Address has not been changed. Customer is the same name.

- The cancellation of the original contract was sent within the required time, for a Combi-contract but only the mobile one was taken into consideration, last year. And after several other communications, plus written and spoken ones where I was told the mistake was made by Vodafone not me (so, Company's ammission, not mine).

Also, here we are not talking about actually cancelling a contract but moving creating a new one.

This has gone on since January so I think I'm entitiled to a bit of rage, here.

If my tone was too much I apologize. Nevertheless, given I did nothing wrong and I'm a payant customer, I'm also entitled not to be billed twice for the same service.

Thanks.

Betreff: Why are you billing me TWICE???

Der Ritter — Mon, 14 May 2018 13:07:04 GMT

@agulina@ schrieb:

It just happens I don't speak a suitable German for this kind of problems.

Well, maybe it just happens that the people you reached over the phone don't speak suitable English for this kind of problem. Please also take this into consideration. And this has nothing to do with patronizing, but simply with highlighting the fact that "forcefully demanding" to receive support from any helpdesk in any other than their business language is not really appropriate.

Back to topic: It sincerly doesn't help too much if you just quote "one contract" or "another contract". It might come in handy if you clearly mentioned the exact "names" of the tariffs you initially had and you additionally booked.

Do maybe we can start with that and take it from there. 😉

Betreff: Why are you billing me TWICE???

agulina — Mon, 14 May 2018 13:22:41 GMT

Thanks a lot for replying again and explaining.

I can send all the info needed, if asked. There is no problem with that of course.

I'm not sure what to send and where, to be honest, that's why I reached out for help here.

Re: Why are you billing me TWICE???

Grit — Mon, 14 May 2018 13:56:47 GMT

Hello agulina,

i have now understood what you said: You quit, and all they did was terminate your cell phone contract. Right? So you haven't received a cancellation confirmation for the cable contract, but you've signed a new contract? The old contract wasn't terminated, so you now have two cable contracts?

Of course I would also like to have a look at the system. For this I need your name, the address, the customer number of the first contract and the customer number of the second contract. Send me everything together with the link to your thread in a private message.

Regards Grit

Betreff: Why are you billing me TWICE???

agulina — Mon, 14 May 2018 14:00:15 GMT

So,

1) starting Feb 2016, my Tarif was Internet, Phone & TV Basis HD Kabel 25.

It was a combined one with two smartphone lines

2) starting Nov 2017, I asked to terminate the contract (the combi one). A confirmation by mail was sent.

3) starting Feb 2018, I registered with the Vodafone Form for a contract Red Internet & Phone 200 Cable, same name, same address. I also gave my old Customer number.

4) after this I received a letter to ship back my previous devices (router, Kabel decoder and such). I did.

5) I received the new modem.

6) After that, I noticed a payment request to my bank account was made for the old contract and that's where I started to call.

7) I was told there was a misakte from Vodafone side. They could not cancel my old contract and now I ended up having two contracts.

😎 I needed to write a letter and that's what I did, on April 2018 (I have the confiramtion they received my letters).

9) In fact they replied they could not cancel my old contract and therefore it was not possible to jump to the new one.

Even though this means I will pay more, I don't care, I just wanted and still want to avoid paying two contracts.

So far so good, if not that today (after I received the bill for the old contract) I now have a request for payment on my bank account for the old contract.

Moreover, I cannot connect to my Vodafone Area with the old contract details: it says I don't have a contract there but I can with the new. But still, I receive billing from both.

That's why it's confusing and I really don't know what to do. Because I've laready sent written letters.

If more details are needed, I'll be eager to give them privately.

Thanks

Re: Why are you billing me TWICE???

agulina — Mon, 14 May 2018 14:02:05 GMT

That's exactly what happend.

Thanks a lot ❤️❤️❤️

Re: Why are you billing me TWICE???

Grit — Mon, 14 May 2018 16:02:26 GMT

Hello agulina,

i'm sorry to disappoint you.

Your cable contract has not been cancelled in November. We received our first notice of termination in January 2018. Unfortunately, the notice period of 3 months was not observed, so that your contract can only be terminated in February 2019. It's also in the resignation confirmation you got. Please take another close look at them, taking note of the year.

You then ordered a new Internet & phone contract online. However, this does not replace your combination package (Internet & telephone and TV).

I can't do anything for you here, because I'm allowed to terminate the old contract prematurely. Nor may I terminate the new contract, as the revocation period for this has expired months ago.

Regards Grit

Re: Why are you billing me TWICE???

agulina — Mon, 14 May 2018 19:44:51 GMT

Thanks for your reply.

You say: "You then ordered a new Internet & phone contract online. However, this does not replace your combination package (Internet & telephone and TV)." but this is not totally correct.

First, in the order I explicitly said I had already a contract and Vodafone told me they would have terminated it. If that was not possible, it should've been said BEFORE activating a new contract.

Second, if the old contract was not terminated, why did I receive a letter telling me to send the devices back? This has prompt me to think the contract was indeed terminated (now I have TV but I have no way to watch it, for example, because I've sent back the device).

Third, I explicitly told the Customer Service that I was fine with cancelling the new contract (I still was in the legal term to do so) and they told me to send a letter for this. Which I did.

Then I received Vodafone's written reply which I read and, again, it is fine to end the old contract on 2019 for me but it's not at all fine to have 2 contracts at the same time.

So, I understand there was some problem in communication here but this cannot go: paying 2 contracts for receiving the same service. If all has to go to the old contract, fine by me. I just really need to have this solved.

Please, help me: how can I terminate the second then? There must be a way.

Thanks again!

Re: Why are you billing me TWICE???

agulina — Mon, 14 May 2018 20:03:17 GMT

And I do really understand what you are saying and the termination period so I don't argue that.

I'm just saying: I signed ONE contract for both mobile and internet. It was not explicitly said anywhere that the termination should have been asked for both - also given Vodafon had actually become one company for both services.

Anyway, I made a mistakte let's say, ordering a new contract.

It should be on my provider side to prevent me doing that: I'm not exiting Vodafone as a provider, I just wanted a little faster internet.

If that's not possible until Feb 2019, fine, no problem.

But making me pay 2 contracts it's not a something a company such as Vodafone (which I choosed because I trust her in my own country as well) would do.

Thanks again.

Re: Why are you billing me TWICE???

Grit — Tue, 15 May 2018 19:45:42 GMT

Hello agulina,

of course, the contract was terminated, but the termination is not immediately effective. There is a notice period and a term on the basis of which the contract can only be terminated in February 2019.

The letter with the device reclaim also states that this should be done after the end of the contract. The end of the contract is also listed there. Sho in this termination confirmation, it says 2019 in there!

You cannot cancel a contract by telephone and we will not receive it by post or contact form within the deadline.

Again, there's nothing I can do for you, i can't terminate any of the contracts right now.

Regards Grit

Re: Why are you billing me TWICE???

agulina — Tue, 15 May 2018 20:40:04 GMT

I see.

Then, why was My Vodafone sections closed (old contract) and I cannot even now see any contract linked to that account? I cannot modify the payment info or anything. Basically the page is blank.

What would be the reason for that then?

Re: Why are you billing me TWICE???

Thomas — Wed, 16 May 2018 17:25:37 GMT

Hi agulina,

access is not closed. You can still access the contract via "Mein Kabel". The mistake in your case is absolutely not ours.

Regards

Thomas

Re: Why are you billing me TWICE???

agulina — Wed, 16 May 2018 20:39:55 GMT

There is no such option for the OLD contract and the related credentials.

Anyway, it doesn't matter.

I am now understanding you're just trying to place blame.

"The mistake is not ours", even if so, from my experience working for a big international company, with hundred millions of customers, we would have made all effort to help and take care of the situation with as less damage as possible for our customers.

For sure I was mistaken in giving Vodafone my trust as a customer. That's life.

Thanks anyway for taking time to have a look at this.

Regards,

Angelo

Re: Why are you billing me TWICE???

Grit — Thu, 17 May 2018 19:42:19 GMT

Hello agulina,

i strongly reject your accusations. Neither Vodafone nor we employees made the mistake here. You didn't look at the termination date and just ordered a new contract. But you didn't wait for the old contract to expire or maybe you didn't look at the date of termination. Assigning the blame to others now is simple, but does not change the facts: You caused the damage yourself, not Vodafone.

So this doesn't get out of hand, I'm closing the thread. We have no way of meeting you, so help from us is not possible.

Regards Grit