Thema "Re: Contract cancellation problems" in Archiv_Kabel

Contract cancellation problems

DrOroz — Sat, 16 Mar 2019 11:37:29 GMT

Dear Sir or Madam,

I have tried to cancelled the contracct with your company since August 2018 (Kundennummer: ***). I sent a cancellation letter in August 2018 to cancel the contract at the end of October 2018. It was not cancelled, thus when I realized it I contacted you customer service number and one employe told me that what I needed to do is to send by post mail the certificate that I was no longer living in Germany. I did so and nothing happenned. In the mean while I was still being charged for the services until my German bank account was finally closed (December 2018). At that moment vodafone started contacting me claiming me the money of the service, although I was certainly not receiving any! Moreover, o they are saying that I must pay or I would be fined!!

This is very frustrating since it is nearly imposssible to contact your customer services. When I tried by phone, as I do not speak German, most of the times I did not get past the automatic answering machine, and when I could contact a person they directly hanged the phone when I requested to talk with someone that could speak English.

Concerning the email and whatsapp services, in both cases the referred to this website, which has not an English version and terefore is quite difficult for a non German speaker.

In summary, I would like to know how this situation can be solved. Because I am not willing to pay for a service that I cancelled on time.

Best regards,

Dr. Oroz-Guinea

*** Edit mav1976: deleting private data ***

Betreff: Contract cancellation problems

reneromann — Sat, 16 Mar 2019 12:54:27 GMT

At first: As you made the contract in Germany, sole contractual language is German language.

Therefor you'll mostly only get answers in German language - and if you have requests, please also place them solely in German language (even if this might feel like being harrassed - that's what the law is about. It is the same if you go to other countries - not natively using English language).

Next thing:

What kind of contract did you have? Was it a landline contract (DSL or cable) -OR- was it a mobile contract?

Easy explaination: Landline contracts can be cancelled prematurely with a 3 months notification period beginning from the day you move or the day your cancellation including proof of movement is received by Vodafone (the later of the two dates matters) if moving to a location where the contractual agreed service cannot be fullfilled anymore. But this regulation only applies to landline contracts, not to mobile contracts.

For mobile contracts, there is NO right to prematurely cancel the contract.

And about your cancellation:

Do you have any kind of proof that your cancellation -and- the later sent (official!) certificate of movement was received by Vodafone, e.g. having the proofs that your letters were received as you sent them as registered mail?

If not, then you're in trouble - as it is your obligation to provide proof that the the letters were received by Vodafone...

You may wait until a Mod will get in touch with you - but this can take some time.

Betreff: Contract cancellation problems

DrOroz — Sat, 16 Mar 2019 13:08:02 GMT

Thanks for your nice answer. I just want to address someone from the company that is able to fix this situation. On the one hand they want me to fine me but on the other hand cannot get in contact with them to solve the problem. It is very frustrating!

Anyhow, thanks again for your comments.

Re: Contract cancellation problems

Grit — Mon, 18 Mar 2019 14:21:46 GMT

Hello DrOroz,

i need to see what you've gone to move to. Send me a private message with your name, the customer number, the old and the new address and your date of birth. Subsequently, you announce yourselves again here in the contribution.

It is important that you send me all requested data, otherwise I cannot become active.

Regards

Grit

Re: Contract cancellation problems

Grit — Fri, 22 Mar 2019 13:41:51 GMT

Hello DrOroz,

you should report back here after you have sent the PM.

I looked at everything now. It is true that you reported your move abroad in August 2018. Unfortunately, you did not provide a new address, which is why the cancellation was stopped at the end of the term. You have also never submitted the requested proof. It was not until January 2019 that you registered again. Why didn't you comply with your obligation to provide proof? The confirmation of termination stated the date of termination of the contract and which documents we need from you. The mere announcement that you are moving abroad is not sufficient for early termination. To be honest, I don't understand why you didn't do anything after the termination letter to clarify this.

But be that as it may, I have now terminated the contract.

Regards

Grit

Re: Contract cancellation problems

DrOroz — Fri, 22 Mar 2019 13:58:00 GMT

Dear Grit,

Thanks for your help. I am not sure if I have to do anything else. I am not sure what do you mean with "you should report back here after you have sent the PM". Do I have to send something now and then let you know that I sent it? In that case please let me know what is extactly what I have to send (PM?). Or I should have reported here something in the past?

Best regards,

Isabel Oroz-Guinea

Re: Contract cancellation problems

Grit — Fri, 22 Mar 2019 16:40:05 GMT

Hello DrOroz

yes, in the past. Now it doesn't matter.

Do you still have questions about the termination or is your request clarified with it?

Regards

Grit

Re: Contract cancellation problems

DrOroz — Mon, 25 Mar 2019 08:38:07 GMT

Dear Grit,

I got a notification of the cancellation of the contract. If I understood correctly I will get a final bill and I have to return the router so this process can be finished. This arrises a couple of problems that I hope you can help me with:

1.- The router went lost during my moving, so I can't return it. It says that I have to pay for it, which is fine. I just want to know if I should notify this to someone or if its price will be included in the bill if I do not send it back in the specified time.

2.- I do not have anymore the German bank account, therefore the money can not be withdrawn from there. Instead I can transfer the money to an account. Would that be posssible? If so, could your let me know to which banck account?

3.- Once I get the bill and pay it, is there anything else that should be done to finish the contract?

Best regards,

Dr. Isabel Oroz-Guinea

Re: Contract cancellation problems

Grit — Mon, 25 Mar 2019 09:44:29 GMT

Hello DrOroz,

if you do not send the router back, it will be calculated automatically. The price is stated in the cancellation confirmation. The bank details of Vodafone are as follows:

IBAN: DE13380700590045335700

BIC: DEUTDEDK380

Please indicate the respective invoice number in the intended purpose. You will find this number on the invoices, which you can access on the customer portal.

Regards

Grit

Re: Contract cancellation problems

DrOroz — Sun, 31 Mar 2019 14:13:16 GMT

Dear Grit,

Sorry to trouble you again, but I received an email from vodafone saying that I have a new document for me. However, when I follow the link provided there is no document. Is there any problem?

Thanks for your help,

Dr Oroz

Re: Contract cancellation problems

Nancy — Tue, 02 Apr 2019 08:54:34 GMT

Hello DrOroz,

No problem. I checked and we sent you the cancellation confirmation on 22.03.2019.

Best regards

Nancy

Re: Contract cancellation problems

DrOroz — Fri, 05 Apr 2019 07:31:53 GMT

Dear Nancy,

Thanks a lot for taking the time.

I got the bill to end the contract a few days ago. Unfortunately, neither I nor an Asutrian friend could understand it very well. We are not sure if I have to pay or if money should be reimboursed to me. If I have to pay, (I assume that I should do a transfer to the bank account writen in the bill) could you let me know how much exactly? To the contrary, if I have to receive money where should I send my new bank account so the transfer can be done?

Thanks for your time.

Best regards,

Dr. Oroz

Re: Contract cancellation problems

Grit — Mon, 08 Apr 2019 05:40:32 GMT

Hello DrOroz,

check the bill again. It is not one in which we make a claim, but a credit note. I had booked out the amount as a gesture of goodwill. The unpaid invoices were offset against it and so a credit remains. Since we currently have no bank account, the refund to your account can not take place.

Regards

Grit

Re: Contract cancellation problems

DrOroz — Mon, 08 Apr 2019 07:43:19 GMT

Dear Grit,

Thanks for the explanation. However, I have one more doubt. I just got an email saying that I should return the router. Unfortunately it got lost during the moving and, therefore, I should pay it. Is that already included in the bill that was sent to me? Or is it something I still have to take care of?

Also, could you let me know to whom can I send my new bank account to get the refunding, please?

Best regards,

Dr. Oroz

Re: Contract cancellation problems

Grit — Mon, 08 Apr 2019 10:45:28 GMT

Hi,

if you cannot return the router, it will be charged in any case. So a refund does not make sense. This will then be deducted from the calculation of the router. However, the credit will not be sufficient. So if I enter a bank account now, the final invoice will be issued soon with a debit. You can send me the IBAN in a private message.

Regards

Grit

Re: Contract cancellation problems

DrOroz — Mon, 08 Apr 2019 11:05:05 GMT

Dear Grit,

I rather do a transfer myself than sending my bank account details. So, given that I won't be able to return the router, can I assume that another bill will be sent to me charging me for the router price and discounting from that price the superavit that I have now?

Thanks for your help.

Best regards,

Dr. Oroz

Re: Contract cancellation problems

Grit — Tue, 09 Apr 2019 07:43:14 GMT

Hello,

you will then find the invoice in the customer portal. It will probably not be sent by post. What do you mean by "me for the router price and discounting from that price the superavit that I have now?" ?

Regards

Grit

Re: Contract cancellation problems

DrOroz — Tue, 09 Apr 2019 09:56:04 GMT

Dear Grit,

I meant that the final money I will have to pay will be the 100 € of the router minus the 42 € that the last receipt you send said that Vodafone should give, so around 58 € that I should pay. Is that correct?

Also, when the final invoice arrives to the customer portal, will I be notified by email?

Best regards,

Dr. Oroz

Re: Contract cancellation problems

Grit — Wed, 10 Apr 2019 05:34:08 GMT

Hello,

of course the credit will be charged. Yes, you will receive an email when a new invoice is received.

Regards

Grit

Re: Contract cancellation problems

DrOroz — Tue, 23 Apr 2019 17:26:29 GMT

Dear Grit,

I still did not receive any invoice. Is everything alright?

Best regards,

Dr. Oroz