Thema "Re: Wrong billing" in Archiv_Kabel

Wrong billing

Kais3 — Mon, 20 May 2019 11:11:07 GMT

Could you please help me solve the issue?

I purchase home service both TV and Internet.

I am charged wrongly! The price for TV and internet it should be 24.99 euro and I am paying 29.99 euro. I think it is because Vodafone considers that the two services are not installed in the same day. But it is not correct; The technician came to my house once to fix both and install them.

This is urgent and needs to be fixed for the old months and the new billing.

Thanks

Re: Wrong billing

Stephan — Mon, 20 May 2019 19:52:04 GMT

Hi Kais3,

welcome to our Community.

How long have the contracts been running? And what does the order confirmation say about the prices?

If it's all been going on for a few months, as you write, there's not much we can do here either.

Regards

Stephan

Re: Wrong billing

Kais3 — Wed, 22 May 2019 08:52:48 GMT

thanks Stephan for the feedback.

my complaint is raised when the issue is discovered. I am not happy with the customer sevice, whenever I visit the shops, they can't help, calling also does not help and recently I've sent a mail by post to Vodafone and they said I have to log a message in the forum !!!

and now I am getting an answer that there is nothing we can do in here too!!

for me this is a legal case, I have contract of 25euro and vodafone is not aligned with it !

May I know why it is so hard to fix it? it is not a rocket science.

thanks

Re: Wrong billing

Stephan — Wed, 22 May 2019 10:39:59 GMT

Hi Kais3,

so the price of 25 euros is also on the order confirmation? That is the most important point here and I still need an answer for that.

Regards

Stephan

Re: Wrong billing

Kais3 — Tue, 28 May 2019 17:31:55 GMT

Hello dear,

applogize for the delay.

Yes I have the price that we agreed on and it it in my contract order.

So, please solve the issue.

Thanks

Re: Wrong billing

Tina — Wed, 29 May 2019 18:45:44 GMT

For a closer look send me the following informations in a private message:

full name

date of birth

address

customer number

Write a short reply here afterwards.

Best regards

Tina

Re: Wrong billing

Tina — Sat, 01 Jun 2019 08:21:16 GMT

You have the following tariffs:

- Red Internet & Phone 500 in the first 12 months for 19,99 €, thereafter 49,99 €

- GigaTV Net in the first 12 months for 9,99 €, afterwards 14,99 €

This is also stated in your order confirmations from 17th of January 2019. We cannot change anything about that.

Best regards

Tina

Re: Wrong billing

Kais3 — Wed, 05 Jun 2019 11:19:38 GMT

Thank Tina for the feedback. Let me explain it in two steps:

It sounds like it is my fault ? The salesman sold to me a plan 25euro per month, I have his written paper to sell me Vodafone services!

the offer that you give to everyone is 25 euro a month!

Why is it so only for me? I have never agreed on this!

I have the feeling it is it a bargaining market. This is a big Telco company that serves all customers in the same way. Are you telling me that there is a segregation between people?

Kindly consider what should be given to your customers and not what hidden actions done by your sales people !

I know where the problem is, you consider that I have two different services based on the installation dates. WHICH IS NOT CORRECT. I have only one order with combined TV and Internet. And as per Vodafone offer to “everyone” it should be 25 euro.

Let me know if this is still not reasonable ?!!!

Re: Wrong billing

Tina — Wed, 05 Jun 2019 13:52:47 GMT

Unfortunately, I can't understand what was said in the conversation. What is stated in the order confirmation applies. If there are discrepancies, a complaint should be lodged within the withdrawal period.

Best regards

Tina