Thema "Re: Internet TV Contract never requested or accepted" in Archiv_Kabel

Internet TV Contract never requested or accepted

leotondi — Sat, 23 Jun 2018 07:50:53 GMT

Hi,

I'm an English speaker, so I hope to find here in the forum, as in the past, an help on the following issue.

A brief story (and below the long one).

A phone call proposed a never requested and accepted Internet TV contract.

TV box received and shipped back with the "retourenschein" fulfilled and within 14 days.

Currently, I'm being charged with more than 80€ for a TV service.

We wrote back a "Widerruf" and after that, we have received a letter that inform as that is not possible to close the contract.

Could someone help me to close that issue? Thank you very much.

Best,

Leonardo Tondi

Long version

My wife gets a call on April 16th, when a Vodafone operator asks her questions about our home cable connection, on a supposed technical problem.
Unfortunately, not speaking well the language, she didn't understand everything she was told, but she certainly did not accept any contract or any option.

On May 17th, we receive a Vodafone package containing a device to watch TV.
On May 22nd we go to a Vodafone shop, where together with the employee I open the package. He fulfils the "Retourenschein", following the instructions on the sheet, in the 14-day rule for immediate termination. The employee writes on the Retoureschein that the good was not ordered ("Ich habe es nicht bestellt"), putting it into the package and detaching the part to be applied to the outside. He tells us to go to any post office. We do that on the same day and we have the bill from the post office.

In June we realize that the customer service ignored our request and charged us the amount of €80.94 for this TV service. We immediately go to the same shop Vodafone, where the same employee calls the customer service confirming that there were no problems: having returned the goods within 14 days the contract would be cancelled and the sum repaid in the next bill. For security, he recommends writing a new "Widerruf", which we do on the same day (June 18th).

The written answer from the customer service is that we can not close the contract before one year. They strongly suggest that we should request the device at home since we should pay for at least one year! It does not seem to me to be a correct procedure from a legal point of view. I think rather that the package containing the Retourenschein has not even been opened.

And the most absurd thing is that we aren't currently aware of which contract we would presumably have accepted since we have not signed anything, not received any paper or confirmation or anything that clearly indicates the length, costs, terms of this TV contract. We have not been informed of anything!

I sincerely hope that the matter will be resolved as soon as possible, without resorting to the lawyer.

Betreff: Internet TV Contract never requested or accepted

leotondi — Mon, 25 Jun 2018 07:42:50 GMT

Please, someone can help me?

Thank you!

Leonardo Tondi

Re: Internet TV Contract never requested or accepted

Lars — Mon, 25 Jun 2018 07:46:33 GMT

Hi leotondi,

I'll take a look at this.

Please send me your customer number, name and address by private message. Please contact us here in the post as soon as you have sent the PM.

Best regards

Lars

Re: Internet TV Contract never requested or accepted

leotondi — Mon, 25 Jun 2018 08:59:18 GMT

Hi Lars,
thank you very much, I just wrote you a PM with the required data.

Best regards,

Leonardo

Re: Internet TV Contract never requested or accepted

leotondi — Tue, 26 Jun 2018 07:42:46 GMT

Hi Lars,

Did you have any time to take care of my case?

Do you have any news?

Thanks,

Leonardo

Re: Internet TV Contract never requested or accepted

Stephan — Tue, 26 Jun 2018 08:06:12 GMT

Hi leotondi,

thanks for you pm and your data.

We've discussed your case with our complaints department. Since you have already returned the corresponding devices and sent us a written revocation (even if somewhat too late ), we will dissolve the contract.

In the next few days you will get a written cancellation for that. We'll also refund the amounts for this contract, but this will only happen in July.

Regards

Stephan

Re: Internet TV Contract never requested or accepted

leotondi — Tue, 26 Jun 2018 13:58:15 GMT

Hi Stephan,

I would like to thank this customer service forum, which has always been helpful. Also in this case.

Have a good day and good work!

Leonardo

Re: Internet TV Contract never requested or accepted

Lars — Thu, 28 Jun 2018 09:52:21 GMT

Hi Leonardo,

I'll share the thank-you with Stephan

I'll finish the thread. If you have any questions again, just open a new thread.

Best regards

Lars