Thema "Re: Account cancelled but still being charged!" in Archiv_Kabel

Account cancelled but still being charged!

ShaunK — Thu, 22 Nov 2018 15:01:19 GMT

Hi,

I have 2 accounts with vodafone. Internet and TV.

I cancelled both of these accounts several months ago via the appropriate channels.

Both contracts shgould have ended on Aug 31, 2018 - the same day I moved out of my apartment.

The problem is, I'm still being charged for both internet and tv - for services I no longer use.

Please help!

Thanks,

Shaun

Re: Account cancelled but still being charged!

Tina — Mon, 26 Nov 2018 16:08:59 GMT

Hello ShaunK,

welcome to our community. Nice to see you. Did we confirm the date in writing?

I'll take a look. Send me the following informations in a private message:

full name

address

customer number

Write a short reply here afterwards.

Best regards

Tina

Re: Account cancelled but still being charged!

ShaunK — Wed, 28 Nov 2018 12:42:59 GMT

Private message sent 🙂

Re: Account cancelled but still being charged!

Tina — Thu, 29 Nov 2018 15:25:43 GMT

Hello ShaunK,

the house number of your old address doesn't match. Can you please check again.

Best regards

Tina

Re: Account cancelled but still being charged!

ShaunK — Thu, 29 Nov 2018 15:38:25 GMT

Sorry, it's 73 🙂

Re: Account cancelled but still being charged!

ShaunK — Tue, 04 Dec 2018 15:48:37 GMT

Hi there

Do you have an update regarding my case?

Thanks,

Shaun

Re: Account cancelled but still being charged!

Tina — Wed, 05 Dec 2018 10:32:39 GMT

Hello ShaunK,

I've turned everything upside down. But there's no termination or notification of the move from you. The contract continues.

Your new address will also be provided by us. You can take your contracts with you. The cancellation is only possible at the end of the contract period.

Best regards

Tina

Re: Account cancelled but still being charged!

ShaunK — Wed, 05 Dec 2018 16:22:21 GMT

This is very strange and upsetting because the cancelation was sent in writing on 12/05/2018 at the advice of someone in the vodafone store on Schonhauser Allee, Berlin. I moved out of my apartment on 31/08/2018. So I gave notice over 3 months in advance. (I will send you a copy of the letter in a private message)

When moving addresses, we carried over my girlfriends vodafone account, so thats why I cancelled because it is no longer needed.

I don't think I should be responsble for vodafone's admin errors.

Please advise what to do as I want this cancelling asap. i have now been paying for a service I no longer need or use for 4 months now. That's a lot of money.

Thanks for your attention,

Shaun

Re: Account cancelled but still being charged!

Anett — Sat, 08 Dec 2018 13:35:28 GMT

Hello, ShaunK,

I'm sorry, but I can only agree with Tina, we didn't get a notice, otherwise we would have got a confirmation. The cancellation, which you have sent us here, is unfortunately not sufficient in this sense. You don't note the customer number of your girlfriend in it. Can you please send it to me by PN?

Regards

Anett

Re: Account cancelled but still being charged!

ShaunK — Sun, 09 Dec 2018 08:52:04 GMT

You have misunderstood. The screenshot I sent was not the cancelation, it was a screenshot to prove the date the original cancelation letter was created.

My main argument here, is that I cancelled in MAY and I'm STILL paying for two services that I no longer use SIX MONTHS after the fact.

I do not see the revelence in giving my girlfriends account number since I cancelled 3 months in advance BACK IN MAY, but since you asked I have sent it by PM to both of you.

Please help me get this resolved as soon as possible.

Thank you,

Shaun

Re: Account cancelled but still being charged!

Anett — Wed, 12 Dec 2018 11:16:49 GMT

Hello, ShaunK,

As we have already informed you, we do not have a cancellation for your connection. I have now discontinued the termination and the contract will be terminated according to TKG (Telecommunications Act) registration date with us (22.11.) + 3 months.

Regards

Anett

Re: Account cancelled but still being charged!

ShaunK — Wed, 12 Dec 2018 12:41:01 GMT

Thank you for the response.

Can you confirm that this is for BOTH internet and tv (not just internet). Also, how do I proceed returning the modem and tv cable box.

I do appreciate the help, but my aim here is to find out why my account was not cancelled by vodafone - after vodafone had received two cancelation notices. One verbal intention and confirmation one in writing. These were the instructions given to be my a vodafone employee.

Vodafone's failure to act on the cancelation order will cost me an extra €455. If this was lost in administration, this is not my problem. I will challenge this and request an escaltion of this issue until someone takes responsbility for this.

Thank you again for your assisstance, but it's only solving part of the problem, and I would say to other non-natives reading this to proceed with caution when using vodafone.

Regards,

Shaun

Re: Account cancelled but still being charged!

ShaunK — Wed, 12 Dec 2018 12:44:08 GMT

I mistakenly clicked that this case was solved, could you reset it please.

Thanks,

Shaun

Re: Account cancelled but still being charged!

Anett — Sun, 16 Dec 2018 17:18:25 GMT

Hello, ShaunK,

I stopped giving notice for both contracts as a gesture of goodwill. These will be terminated on 22.02.2019. The return address will be communicated to you with the cancellation confirmation. As we already wrote to you, we did not receive any cancellation from you.

Regards
Anett

Re: Account cancelled but still being charged!

ShaunK — Mon, 17 Dec 2018 16:56:18 GMT

Goodwill isn't canceling something that I could've cancelled again myself with the exact same results.

Goodwill is offering something good, willingly.

Thank you vodafone for stealing several hundred euro from me. At first I thought this €500+ would've been better spent on my newborn daughter and her needs, but I'm sure a company earning over 10 billion euro a year needs it more than me...

Re: Account cancelled but still being charged!

Grit — Thu, 20 Dec 2018 10:39:34 GMT

Hello Shaun,

we can't make another decision in your case, i'm sorry.

Regards

Grit