Thema "Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ..." in Archiv_Kabel

Help me pay only time the services i used. Currently i am in a contract duplication loop ...

bdumitrescu — Wed, 20 Feb 2019 10:32:12 GMT

Hello Vodafone support,

After going to a shop, calling the hotline and asking the person to support you with TV & Internet support they all told me to write you..so here it is

I am the owner of the contract: *** I used to live in Leipzig, but in October I moved to Berlin. Upon moving to the TV and internet services i need / have. I have a new contract with it:
***.

Now i find myself in the scenario:
- i am billed twice for TV (1x ***, and 1x ***), along with 1x *** for the Internet. I would like to pay the TV only once, since I have only one box, not 2.
- For January, probably so February, and not sure if for December 2018 so, i paid the TV 2 times.
- I was told that the move request will automatically end the current contract, and start a new one. I feel like the ending of the TV contract and Internet contract was only partially successful. The Internet contract has been finalized, and the new one has been released.

Please help with:
- figuratively out of which contract i will stay, and end the old one,
- recover my wrongly debited cash from my account because of it's a vodafone mistake for not closing an old contract
- tell me when i can quit both contracts, for Internet and TV, as the connection and the box reboots randomly
- So, I have the SEPA mandate needs to be resigned, i need a hard copy of it, and the key to the paper to activate my account. I get emails about bills, but can not see them as i got no account.

Looking forward to a reply.
If i can provide more data, please ask,
Regards,
Bogdan

Edited personal data

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

Thomas — Wed, 20 Feb 2019 20:34:39 GMT

Hi bdumitrescu,

sounds a little crazy. Did you inform us about the move or did you just sign a new contract in Berlin? That would at least explain the double contracts. I'll take a look at that, too. Please send me your customer number, name, date of birth and address in a private message.

Then reply again here in the post.

Regards

Thomas

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

bdumitrescu — Fri, 22 Feb 2019 19:29:59 GMT

Talked with Thomas and he ended retroactively the old contract and now that seems a done deal.

Now i received the activation code for the new contract and activation was successful. Thanks you for the effort there.

Yet the issue seems not to be solved completely for me

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

bdumitrescu — Mon, 25 Feb 2019 09:41:54 GMT

Now the newly activated contract seems to be not my contract or some errors are still impacting it.

I seem to find bills for telephone & internet since February 2018, bills which cannot be opened, the links seem to be broken. Now for Feb 2019 i still see 2 bills for the TV, yet only one works, one doesn't.

Can we please fix/clean the unwanted bills so that is clear for me the account please? The mix of bills and numbers is not helping me have a clear view what i need to pay and what is my bill.

Also, yet i quitted it like 3 times now...i still see active the Premium TV. Can it be canceled again?

Please check the attachment of the cancelation

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

Thomas — Mon, 25 Feb 2019 09:48:40 GMT

Hi bdumitrescu,

the termination for HD Premium was only deposited for the old contract. We didn't get a cancellation for the new one. Should I edit that?

Greetings

Thomas

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

bdumitrescu — Mon, 25 Feb 2019 09:53:39 GMT

Hello Thomas,

Yes please. Cancel please the HD Premium. Regardless of the contract number I don't want the service as I realized I don't use it. I canceled once, apparently for the old contract but now please help me cancel it for the current contract also.

Do you have any info on the weird bill I see in my account?

Thanks

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

bdumitrescu — Mon, 25 Feb 2019 21:59:58 GMT

Hello Thomas,

I received the bill from 11.2018 when the new contract was instated.

Can i still get a confirmation for cancelling the HD Premium package?

Any update on the old unwanted bills in my account?

Looking forward to an update,

Bogdan

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

Thomas — Tue, 26 Feb 2019 08:06:18 GMT

Hallo bdumitrescu,

the cancellation has been processed and you will receive a confirmation.

Please register with the new tariff in the customer portal. The correct invoices should be stored there. On the old contract everything is still cleaned up. After that everything should fit.

Regards

Thomas

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

Thomas — Tue, 26 Feb 2019 13:29:41 GMT

Hi bdumitrescu,

the contract was completely terminated and this has already been confirmed. Can you please tell me exactly what the bills are. I'll check it out then.

Regards

Thomas

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

bdumitrescu — Wed, 27 Feb 2019 11:03:23 GMT

Hello Thomas,

The mail with the document in the account with the new activation code does not work. I guess because i used the other activation code you sent me some days ago.

The old contract, yes, seems to be closed when logging in, as nothing seems to be active anymore. Yet i am still to receive some mail or letter about it.

The other thing i was mentioning in the new contract, look at the photo below: it shows some weird bills

i hope this clears a bit the confusion of when i said i see weird bills that are also not download-able. They seem to be assigned to the account it, but data seems corrupted.

Also, i didn't get the mail with the cancelation of the Premium TV package on the new account.

With this, i think this are leftover minor issues. The big issue seems to be solved, now it's just some paper trail to get in order. Thanks Thomas for the help and clear answers.

Edit: @bdumitrescu Image with personal data removed

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

Thomas — Wed, 27 Feb 2019 11:12:46 GMT

Hi bdumitrescu,

if you've already activated the new contract, you don't have to do it again. The old code will only work until a new one is created.

You get an error message if you want to look at the invoices? I can also send you the erroneous ones by mail. In addition I would have to know whether it concerns the TV or Internet bills and which months.

The cancellation for the HD Premium is already confirmed by mail. Please have a look in your mail account. So this should be done then also.

Regards

Thomas

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

bdumitrescu — Wed, 27 Feb 2019 11:39:25 GMT

Hello Thomas,

For the new contract i don't have a Kündigungsbestätigung email for the HD Premium. I do have one for the old contract from Feb18, but not for the new one.

Yes, in my new account starting with 3.. i see from before the time "of creation" of the contract a lot of bills. From my understanding the new contract started after the previous one ended. That would've been around 10-11.2018. Yes in this account i can find bills from 02.2018...which cannot be possible.

That's why the photo yesterday. i was fully aware of the data shared but i was fine.

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

bdumitrescu — Thu, 28 Feb 2019 09:02:17 GMT

Hello Thomas. The old contract seems finally to have died out. The is a new bill with the payback and the minus fees and so forth. I guess that will be back transferred to my bank account. Yupee! Thanks for the help

Re: Help me pay only time the services i used. Currently i am in a contract duplication loop ...

Stephan — Thu, 28 Feb 2019 12:51:56 GMT

Hi bdumitrescu,

sometimes it takes a little while to clean things up.

But now that everything is solved to your satisfaction and Thomas has terminated the old contracts, I will close here.

If you have questions about other topics, you are welcome to contact the community again.

Regards

Stephan