Thema "Re: Why Isn't My Account Closed as Requested 7-months Ago???" in Archiv_Kabel

Why Isn't My Account Closed as Requested 7-months Ago???

msargent — Wed, 16 Jan 2019 16:14:41 GMT

I received an email requesting payment on an account I had previously requested be terminated.

I notified you in June 2018 to request the account be terminated effective 28 Sep 2018 due to my returning to the US. This account had been active for over 11-years.

I returned the cable modem provided by Kabel Deutschland on 24 September and received notification from DHL that the package was successfully returned..

My notification to Kabel Deutschland was well in advance of my leaving Germany and I have used no Kabel Deutschland services after the date I requested termination and returned the modem.

I did not receive any services for this payment requested and as a matter of fact there there were NUMEROUS service outages during my 11-year + contract period that were never compensated by Kabel Deutschland.

I do not feel these current charges are valid or justifiable.

Kundennummer: xxx

Edit: Please do not post personal data in public.

Betreff: Why Isn't My Account Closed as Requested 7-months Ago???

Ines75 — Wed, 16 Jan 2019 20:56:34 GMT

Hello @msargent,

did you write a letter with your cancelation or did you also send the deregister confirmation from your town hall? This is important, because, if you want to cancel a contract earlier because of moving you have to prove, that you moved somewhere, where Vodafone can not realize your contract. Just a cancelation would be not enough.

Re: Why Isn't My Account Closed as Requested 7-months Ago???

Thomas — Thu, 17 Jan 2019 08:38:39 GMT

Hi msargent,

let's take a look. Send me your customer number, name, date of birth and address in a private message.

Then you reply again here in the post.

Regards

Thomas

Re: Why Isn't My Account Closed as Requested 7-months Ago???

msargent — Fri, 18 Jan 2019 00:46:50 GMT

Private message sent

Re: Why Isn't My Account Closed as Requested 7-months Ago???

Thomas — Fri, 18 Jan 2019 09:54:14 GMT

Hi msargent,

unfortunately no private message arrived.

Regards

Thomas

Re: Why Isn't My Account Closed as Requested 7-months Ago???

msargent — Fri, 18 Jan 2019 16:24:17 GMT

PM sent again -

Sent messages

On Subject Date / time Thomas 18.01.2019 17:22

Re: Why Isn't My Account Closed as Requested 7-months Ago???

Stephan — Sat, 19 Jan 2019 17:56:19 GMT

Hi msargent,

thanks for the pm. Since Thomas isn't here at the moment. I'll answer you.

Last year in July you cancelled your contract. This cancellation was confirmed at the end of the contract term on 27.12.2018. The confirmation was sent to you on 30.07.2018.

You would have had to pay until the confirmed end of the contract. Since we have not received any payments from you since October, the open invoices have been handed over to a collection agency.

Regards

Stephan

Re: Why Isn't My Account Closed as Requested 7-months Ago???

msargent — Sat, 19 Jan 2019 18:12:06 GMT

I submitted my request to terminate the account on the date I was leaving Germany.

I do not recall receiving any notification that Vodafone arbitrarily picked a random date for after my departure.

I submitted my request to terminate the account at the end of September.

Why was that done?

Why was my original request date not used?

I left at the end of my contract time with the US military in Germany.

Why should I have to pay for additional time that was not used and was beyond the time that I requested cancellation of the account.

Again I do not view this as valid or justifiable by Vodafone.

Re: Why Isn't My Account Closed as Requested 7-months Ago???

Ines75 — Sat, 19 Jan 2019 19:37:11 GMT

This is exactly what I wrote, few days before.... If you cancel a contract earlier than normal, you have to prove, that you moved abroad or somewhere where Vodafone can not give the service. If you dont prove it, you have to pay the full time. This is what happened now....

Re: Why Isn't My Account Closed as Requested 7-months Ago???

msargent — Sun, 20 Jan 2019 01:02:29 GMT

So what you are saying is that for this contract that was in effect for over 11-years, that I paid fully and on-time every month during that period. But during which I had at least several months of uncompensated - no or extremely degraded service from Kabel Deutschland.

You chose to ignore my request and modified my termination date.

I used NO services from Kabel Deutschland since the time I told you I was leaving the country.

There is no Kabel Deutschland / Vodafone service available where I am now living.

I returned your modem on the date I told you I would.

And now along with all your other multiple years of poor customer service you still expect me to pay for service not received.

That is unjustifiable and I do not consider valid.

I do not intend to pay for something I have not received.

Re: Why Isn't My Account Closed as Requested 7-months Ago???

Stephan — Mon, 21 Jan 2019 14:43:03 GMT

Hi msargent,

yes, we have deliberately ignored all of your letters, have not informed you with malicious intent, and are now happy about how mean we are. That's about what you're accusing us of now, right?

Isn't it rather the case that we asked you twice in July 2018 to send us the relevant proofs so that we could possibly terminate the contract earlier? That we would otherwise not be able to terminate the contract before December?

You had received all relevant information at the end of the contract and enough time to contact us earlier. Now it is too late for any help on our part.

Regards

Stephan

Re: Why Isn't My Account Closed as Requested 7-months Ago???

msargent — Mon, 21 Jan 2019 16:15:58 GMT

Pretty much yes.

I informed Vodafone well in advance of when I wanted the contract terminated.

I informed Vodafone that I would be leaving the country and not returning.

I left Germany on the date I stated I was leaving.

I left as a result of the end of my contract with the US military in Germany.

I returned your equipment.

Why must I submit proof that I am moving to a location that Vodafone does not service?

I went into the local Vodafone office and asked what I needed to do to terminate my service and was NOT informed that I needed to submit any additional documents as proof that I was leaving. I was told that just the letter would be sufficient to terminate.

Does Vodafone believe they have exclusive claim to my money forever?

If you want to get into contracts they typically state that a good or service will be provided for which a payment will be made. If this is the case why does Vodafone not reimburse customers when services are not provided even though payment has been made. The number of times I was totally without telephone and internet service due to faulty Vodafone equipment was easily many weeks. The number of times I had severely degraded internet service due to faulty Vodafone equipment again was easily again many weeks.

Re: Why Isn't My Account Closed as Requested 7-months Ago???

Stephan — Tue, 22 Jan 2019 10:02:57 GMT

Hi msargent,

of course we don't have an eternal and exclusive claim to your money. Only as long as the contract runs with us.

If you fail to prove to us that you are really moving to an address that we cannot provide, it is not our fault. We cannot do more than write to you (twice) and ask for these documents. Since we did not receive these documents from you, we have confirmed the cancellation regularly at the end of the term.

There is nothing more we can say about this. We can't help you here any more.

Regards

Stephan