Thema "Re: Need help cancelling old contract! Now paying 2 bills :(" in Archiv_Kabel

Need help cancelling old contract! Now paying 2 bills :(

nanostoat — Fri, 22 Feb 2019 13:27:08 GMT

I signed up for Vodafone Kabel quite a few months ago after a home visit. I was told that if I liked the new service I could keep it and my old contract would be cancelled, but unfortunately I didn't realise that I needed to send info within 3 days to make this happen. Now I am paying for 2 internet connections, which I cannot afford. All the documents were in German - my German is not too bad, but letters and contracts are impenetrable to me!

Please can you help me cancel my old contract or the vodafone one?

Thank you!

Re: Need help cancelling old contract! Now paying 2 bills :(

Thomas — Fri, 22 Feb 2019 20:40:35 GMT

Hi nanostoat,

let's take a look. 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: Need help cancelling old contract! Now paying 2 bills :(

nanostoat — Thu, 14 Mar 2019 10:07:45 GMT

Ok, done! (apologies for the delay)

Re: Need help cancelling old contract! Now paying 2 bills :(

Thomas — Thu, 14 Mar 2019 13:16:32 GMT

Hi nanostoat,

is the old contract with another provider? We only cancel the contract there if we take the phone number with us. This also only under observance of the regular deadlines.

Regards

Thomas

Re: Need help cancelling old contract! Now paying 2 bills :(

nanostoat — Thu, 14 Mar 2019 13:38:44 GMT

The old contract is under Deutsche Telekom.

I will have to check but I thought I brought the old phone number with me.

I was told by customer service that someone would be able to help me!

A guy came to my door and it's very hard to say no. They are very pushy. Our internet was terrible so I thought why not, he made it sound like everything would be taken care of and that the old contract would be cancelled automatically. But there was information that I didn't see or perhaps didn't remember, I was busy with my baby son at the time of the visit.

Now we are paying 2 bills and we are already broke.

I need to cancel either this contract or the DT one immediately.

Please please help!

Re: Need help cancelling old contract! Now paying 2 bills :(

nanostoat — Fri, 15 Mar 2019 08:02:18 GMT

Okay, I'm looking at the documents and the phone numbers are different.

Shall I send them to you?

Re: Need help cancelling old contract! Now paying 2 bills :(

Stephan — Fri, 15 Mar 2019 15:50:36 GMT

Hi nanostoat,

you made the contract with us in October 2018. For cancelling the old provider and to take over the old phone numbers, you got a form from us.

Unfortunately this form didn't came back to us, our contract went active and the old one by Deutsche Telekom is still running and you pay for both contracts. That's the current status.

I'll send you an new form for cancelling the old provider via e-mail. Please fill in this form and send this back as soon as possible.

Regards

Stephan

Re: Need help cancelling old contract! Now paying 2 bills :(

nanostoat — Sun, 17 Mar 2019 09:02:46 GMT

Thank you very very much! I shall do it now.

Sara

Re: Need help cancelling old contract! Now paying 2 bills :(

nanostoat — Sun, 17 Mar 2019 09:24:03 GMT

I have completed the form. For some reason it's sent me another form for number portability, although I don't think I checked that box. Is it necessary for me to fill out this form too, or can I ignore it?

Re: Need help cancelling old contract! Now paying 2 bills :(

Thomas — Mon, 18 Mar 2019 15:29:55 GMT

Hi nanostoat,

you can ignore the second form. We have already requested that you take your phone number with you.

Regards

Thomas

Re: Need help cancelling old contract! Now paying 2 bills :(

nanostoat — Mon, 01 Apr 2019 08:35:03 GMT

Hi, sorry to be a pain, but I have received confirmation that my T-Mobile contract will be cancelled... in September. When the contract actually ends itself. So I will now be paying an extra 35€ every month on top of my vodafone one, all the way until September. 60€ a month on internet in total.

Am I missing something? The man who came to my door made it sound as though the old contract could be cancelled immediately. I didn't realise I'd simply have 2 contracts and 2 internet connections until my 2 year T-Mobile contract ran out. If I'd known that, I'd have said no. And I could have cancelled the T-Mobile one myself!

I feel like this is false advertising. Why say the old contract can be cancelled if you don't mean immediately?

Re: Need help cancelling old contract! Now paying 2 bills :(

Stephan — Tue, 02 Apr 2019 10:49:31 GMT

Hi nanostoat,

we will take care that you do not have to pay any basic fees for your tariff until the leap day.

Regards

Stephan

Re: Need help cancelling old contract! Now paying 2 bills :(

nanostoat — Fri, 12 Apr 2019 11:21:44 GMT

Thank you very much!

(sorry for the delay in my response)

Re: Need help cancelling old contract! Now paying 2 bills :(

nanostoat — Sat, 13 Apr 2019 07:14:50 GMT

Hi there,

Looks like the vodafone fee is coming out on Monday, it is listed in my bank statement as pending.

Will it be refunded?

Re: Need help cancelling old contract! Now paying 2 bills :(

Grit — Mon, 15 Apr 2019 13:01:31 GMT

Hello nanostoat,

the bill will only amount to the security package. The basic charges are currently not calculated because of the remaining term program. This does not apply to options.

Regards

Grit

Re: Need help cancelling old contract! Now paying 2 bills :(

nanostoat — Sun, 21 Apr 2019 13:45:26 GMT

I have no idea what that means, I'm afraid. Can you please clarify?

It is the full fee that I have been charged. I cancelled it, and now I have a letter from vodafone saying I need to pay it back, which I have attached.

Edit: @nanostoat Attachment with personal data removed

Re: Need help cancelling old contract! Now paying 2 bills :(

Thomas — Sun, 21 Apr 2019 13:51:59 GMT

Hi nanostoat,

we have tried several times to debit from your account. However without success and therefore also the reminder. The monthly fee of 19,99 Euro i booked out. Please pay the rest immediately.

Regards

Thomas

Re: Need help cancelling old contract! Now paying 2 bills :(

nanostoat — Sun, 21 Apr 2019 16:18:31 GMT

I'll pay it but I would like some clarification as to what this fee is for first.

I hope you understand why, having paid so much extra money for superfluous internet services, I am reluctant to part with extra cash especially without knowing what the money is for.

Re: Need help cancelling old contract! Now paying 2 bills :(

Thomas — Sun, 21 Apr 2019 17:28:44 GMT

Hi nanostoat,

the bill is for the monthly fee for the Internet & Phone rate. In addition, there is the security package and the fees for the return debit. You can also view your bills in the customer portal at any time.

Grüße

Thomas