Thema "Re: Paying extra costs despite cancellation" in Archiv_Kabel

Paying extra costs despite cancellation

Gasquet — Fri, 25 May 2018 09:34:19 GMT

Hello,

I have a Vodafone KabelDeutschland internet connection. When getting the contract, I was informed about the "Sicherheitspaket" add on which I need to cancel (Free for first 2 months, then 3.99 a month). The Vodafone store I got the contract from sent a fax for me (with my signature) to vodafone Erfurt to cancel the same. They gave me a copy of that letter, and a proof of the fax, and said that it should now be cancelled. However, I am still being charged for the "Sicherheitspaket".

I tried calling customer service multiple times, but could never get someone who spoke English.
I went to the Vodafone store that I mentioned above, and they said "We're too busy, come back later"

Not sure what to do now.

(PS Sorry for the multiple edits)

Re: Paying extra costs despite cancellation

Thomas — Sat, 26 May 2018 09:07:09 GMT

Hi Gasquet,

I'll take a look at this. Please send me your customer number, name and address in a private message. Then reply here again.

Regards

Thomas

Re: Paying extra costs despite cancellation

Gasquet — Mon, 28 May 2018 10:02:12 GMT

Hi Thomas,

I have sent a private message to you

Re: Paying extra costs despite cancellation

Lars — Tue, 29 May 2018 07:48:14 GMT

Hello Gasquet,

the cancellation was sent to a fax number I don't know.

I've processed the cancellation now, written confirmation is on its way. I have arranged for the fees for the period to be credited to my account. You will find these on the next invoice.

As soon as you've checked everything, please give me some feedback.

Best regards

Lars

Re: Paying extra costs despite cancellation

Gasquet — Tue, 29 May 2018 13:10:45 GMT

Thanks Thomas and Lars for looking into the matter.

I will post back here once I receive my next invoice.

Re: Paying extra costs despite cancellation

Thomas — Tue, 29 May 2018 18:14:33 GMT

Hi Gasquet,

yes, please do that.

Regards

Thomas

Re: Paying extra costs despite cancellation

Gasquet — Thu, 28 Jun 2018 07:19:52 GMT

Just writing to confirm that my latest invoice has included the refund of the extra costs.

Thanks to Lars and Thomas.

Re: Paying extra costs despite cancellation

Stephan — Fri, 29 Jun 2018 11:44:35 GMT

Hi Gasquet,

thank you for your feedback.

Since that settles your matter, I'll close this thread.

Regards

Stephan