Thema "Unable to cancel contract & ongoing support issues - please help (apologies for my English)" in Archiv_Kabel

Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Vodanny — Wed, 15 Aug 2018 16:25:17 GMT

Hi - apologies again as the subject says for writing in English

I was told by Vodafone support over email to post here to get help with my issue

I have a contract with Vodafone for the last 2 years, 1 year ago I moved out of my apartment due to a breakup with my fiance. Not to get too into personal details but I have stopped receiving bill as of 3 months ago

Basically I have had to move into a sublet which already has internet and at which I can not anmeldung (anyone who has lived in Berlin will understand how hard the acommodation situation is) - I have had to move quite a few times in this period due to the renting situation here

I have tried to call Vodafone on numerous occassions and sometimes get very friendly service people who say this situation can be resolved and then get transferred to an area which cant speak English and offer a call back which does not come or get an English speaker who says I am stuck in my situation

I have said that I can not use the service and am not getting bills for this, but am only getting told that I need to keep paying until the contract is up if I can not provide an official registraion or change the contract - regardless of the situation

With Vodafone in Australia I was able to pay a reasonable cancellation cost in this kind of situation - I realise it is different here but this seems somewhat ridiculous to me that the customer service has been so dismissive to help more, refusing to put me on to a manager and getting angry I cant speak German etc. (I understand I am living in this country but I travel a lot and can not speak at the level required)

If anyone can help me with this situation I would be very grateful, I have stopped the automatic debits from my account in frustation with my ex/Vodafone and am now receiving many emails from them

Thanks for your time,

Daniel

Re: Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Nancy — Thu, 16 Aug 2018 07:12:00 GMT

Hello Vodanny,

welcome to our community.

I would be happy to help you. Basically, if you move, please let us know your new address and the exact date of your move. We will then check your new address to see if we can continue supplying you. If this is not possible, you can terminate your contract with a notice period of 3 months according to the Telecommunications Act.

Have you already checked your current address to see if it can be supplied by us? Does one of your roommates already have an Internet & Telephone Cable contract with us?

Please send me your current address and when you moved there. Additionally I need your customer data (name, address and customer number) by private message.

Please let me know here in the article as soon as you have sent me the data.

Best regards

Nancy

Re: Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Vodanny — Thu, 16 Aug 2018 11:07:22 GMT

Hi Nancy,

Thankyou for your reply - as I said I contacted Vodafone to inform them of my change of address (first conact was about 4 months ago) and yes the flats I have moved into already have internet supplied

However I can not supply an anmeldung as they are sublet apartments and I must stay registered at my old address - I was told that in this case I am stuck paying out my contract which I feel is rather unfair

Are you able to help me terminate the contract without this proof - as I am not receiving any money for the bills at the address where my contract is set up and I am not able to use the service due to not living there

I will send you my details in pm if this is the case

Thankyou,

Danny

Re: Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Nancy — Fri, 17 Aug 2018 07:53:36 GMT

Hello Vodanny,

thank you for your data.

I understand your situation. I looked at your contracts and you already terminated them at the end of September 2018. An earlier termination date is not possible. Did you receive a confirmation? Please send me your current address, so that I can store it in your customer data.

Best regards

Nancy

Re: Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Vodanny — Tue, 21 Aug 2018 06:41:47 GMT

Hi Nancy,

Thanks for getting back to me - I have just private messaged you further details now that I have access to the online portal again

The contract dates are not matching what I have been told - could you take a look for me?

Regards,

Daniel

Re: Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Nancy — Tue, 21 Aug 2018 09:44:16 GMT

Hello Vodanny,

thank you for your advice. I checked again and you cancelled all contracts except internet & phone. No notice of termination has yet been given. Your TV contracts end at the end of September.

You said you were moving abroad. If this is still the case, we need a notice from you stating the moving date and the new address and the cancellation certificate. The contract is then, as I wrote to you at the beginning, terminated with a notice period of 3 months. There's no other way.

Best regards

Nancy

Re: Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Vodanny — Tue, 21 Aug 2018 10:32:15 GMT

Hi Nancy,

Thankyou for your reply - I understand what you are saying but I can not yet de-register due to my work contract not yet finishing & by the time I do it will be 3 months until the contract end anyway

I hope you can see my situation, it is another big headache on top of everything that I have to deal with to leave as well as adding more tension to this breakup with my fiance that there is literally nothing to be done in this situation and I will have to continue paying for a service I have no access to

I have really enjoyed Vodafones service and internet quality until I ran into this problem, my view of the company is turning to one of feeling like there is really no empathy, I understand there are rules but surely there are exceptions that can be made for situations where a user can not do what you are asking without breaking their work contract (which takes slight precedence over internet).

I have really been trying to ask Vodafone for help for months now & attempted to get registered at another apartment but it's so hard to find a flat let alone one where you can anmeldung in Berlin due to the recent law changes in making it harder to do so especially in a sublet situation, regardless of the rules I have to live somewhere so have to take what I can find.

If there is literally any way you can find a way to make a resolution or escalate this and end the internet contract with the TV contract (which is what I had intended and asked for in the beginning) I would be very grateful and certainly leave positive feedback on Social Media as I understand it would be going extra for you guys.

Thanks for your help,

Daniel

Re: Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Nancy — Tue, 21 Aug 2018 11:44:12 GMT

Hello Vodanny,

I really understand your situation and it's not that easy. But my hands are also tied at this point, because I have to stick to guidelines. I can add your cancellation request to your customer data at the end of the term, if you want? You will then simply send the registration certificate afterwards and your cancellation will be adjusted as a result.

Best regards

Nancy

Re: Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Vodanny — Tue, 21 Aug 2018 22:26:13 GMT

Hi Nancy,

I'm not sure what your proposal would achieve exactly? Can you explain?

Thanks for your help,

Danny

Re: Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Nancy — Wed, 22 Aug 2018 11:52:04 GMT

Hello Vodanny,

Currently, all you've done is cancel your TV contracts. That's why I asked you if I should include your cancellation request for the Internet & telephone contract in your customer data. That means, the termination of this contract first at the end of the term and as soon as you send the proof, this will be adjusted.

Best regards

Nancy

Re: Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Vodanny — Sat, 08 Sep 2018 05:11:52 GMT

Hi Nancy,

Sorry I had genuinely thought that I'd responded to this and came back looking for updates

Yes of course I would want the cancellation put in asap - I have been trying to do so for months now haha

So you would make a not that I have requested the cancellation & once I have the abmeldung will they be able to back track the cancellation to an earlier date?

To confirm, the internet IS being cancelled no matter what at the end of this cycle right?

I believe the date was 29.10.2018 -

Ive been told multiple times it is definitely being cancelled by this date but I can not cancel it earlier - what I thought you were asking was to make a note in the system where I could provide my abmeldung when I have it and have the cancellation backtracked & maybe some money recovered from these months its unusable for anyone?

Best,

Danny

Re: Unable to cancel contract & ongoing support issues - please help (apologies for my English)

Stephan — Mon, 10 Sep 2018 14:41:06 GMT

Hi Vodanny,

okay then we will process the termination for you.

Based on the last contract change in December 2017, this contract expires on 11.12.2018. Your already cancelled TV contract expires on 27.09.2018.

Regards

Stephan