Thema "Re: I was upgraded to a wrong contract" in Archiv_Kabel

I was upgraded to a wrong contract

LukaJ — Wed, 05 Dec 2018 21:42:59 GMT

I am writing this post to the forum to resolve the matter of a false contract.
I called Vodafone customer service on the 25th of October to downgrade to 'Red Internet & Phone 32 Cable' for 29,99eur/month from my 'Red Internet & Phone 200 Cable' contract as was permitted by my original contract after one year of commitment. Upon calling, I was offered another contract for 50mbit/s speeds at 25eur/month for the duration of two years. I verbally agreed to those terms but to my disappointment, I received a different contract in the mail to which I did not agree to. The new contract states that for an additional two years, I have to pay 29,99eur/month for 50mbit/s speeds with some additional 'Siecherheitspaket' for 3,99eur/month that I never agreed to or wanted. I called customer service, yet again on the 10th of November, to try and resolve the matter and revert back to the 'Red Internet & Phone 32 Cable' for the remaining one year but was told that they cannot help me and to make a formal complaint online.

On the 11th of November, I contacted customer support online on the email address 'kabel-kundenservice@vodafone.com' and was yet again redirected to the forum section to somehow resolve this issue. It is ridiculous that such a request has to be dealt with on a forum section.
This is my formal request that you cancel my current contract that I DID NOT agree to and immediately put me on the 'Red Internet & Phone 32 Cable' contract at the price of 29,99/month ending in November of next year. I also request that you refund me the 32,25eur that you debited from my account on the 10th of November. I urge you to deal with this matter quickly, as you are liable in this case and the way it has been dealt with has been a big inconvenience for me.

Regards,

Luka Jarc

Re: I was upgraded to a wrong contract

Anett — Fri, 07 Dec 2018 15:29:42 GMT

Hello, LukaJ,

I'd be happy to take a look at the facts. Please send me your data (name, customer number and address) by PN.

As soon as the PN is out, announce yourselves again here in the contribution.

Regards

Anett

Re: I was upgraded to a wrong contract

LukaJ — Mon, 10 Dec 2018 22:39:26 GMT

Dear Anett,

I have written you a private message with my details.

Best,
Luka

Re: I was upgraded to a wrong contract

Stephan — Fri, 14 Dec 2018 16:32:19 GMT

Hi LukaJ,

thanks for your message.

As stated in you order confirmation you could change your tariff after one year to 32 MBit/s for 29,99 Euro per month. Unfortunately this change wasn't processed correctly. That's why you got a new contract period of 24 month.

I can correct that for you. You have now two choices: a change to 32 MBit/s or to 50 MBit/s. Since both tariffs cost 29,99 Euro per month, I think that the 50 MBit/s are right for you, don't you?

Please let me know which option you prefer.

Regards

Stephan

Re: I was upgraded to a wrong contract

LukaJ — Fri, 14 Dec 2018 17:31:49 GMT

Hi Stephan,

Thanks for responding and looking into the matter.

If it is indeed a contract until November 2019 as originally planned and not for another 2 years then I would, of course, like to be on the 50mbit/s for 29.99/month.

Thanks.

Best,

Luka

Re: I was upgraded to a wrong contract

Stephan — Tue, 18 Dec 2018 15:56:27 GMT

Hi LukaJ,

yes, when we correct the contract, it will be the original term until November 2019. You'd also get a corrected confirmation from us.

Shall I make the change?

Regards

Stephan

Re: I was upgraded to a wrong contract

LukaJ — Tue, 18 Dec 2018 22:43:58 GMT

Hi Stephan,

Yes please make the change to the contract and thank you for your help.

Kind regards,
Luka

Re: I was upgraded to a wrong contract

Stephan — Fri, 21 Dec 2018 15:55:17 GMT

Hi LukaJ,

the contract was already changed to 50 MBit/s. I now corrected the contract term fomr 24 Months to 12.

At the latest tomorrow you will see that in your customer portal.

Reagrds

Stephan

Re: I was upgraded to a wrong contract

LukaJ — Mon, 07 Jan 2019 12:07:48 GMT

Hi Stephan,

I have noticed that this Vodafone Sicherheitspaket is still being charged on my account even though I stated in my original post that I never agreed to this package add on. Could you please fix that and refund me for the few months that it has been debited from me. Thank you.

Best,
Luka

Re: I was upgraded to a wrong contract

Stephan — Tue, 08 Jan 2019 10:50:14 GMT

Hi LukaJ,

I'm sorry, I overlooked the security package during processing. I will correct this immediately and end the security package and refund the charges.

Regards

Stephan

Re: I was upgraded to a wrong contract

LukaJ — Thu, 17 Jan 2019 18:08:39 GMT

Hi Stephan,

Thank you for terminating the security package. Do you know approximately how long before the refund is processed? As of now there has not been anything deposited in my account. Thanks again for helping me with this matter.

Kind regards,
Luka

Re: I was upgraded to a wrong contract

Stephan — Fri, 18 Jan 2019 14:45:33 GMT

Hi LukaJ,

refunds are always made with the new invoice run. You will see the credit memo on the next invoice for February.

Regards

Stephan