Thema "Re: Incorrect Billing" in Archiv_Kabel

Incorrect Billing

Internet9 — Fri, 05 Jul 2019 07:02:32 GMT

Hello,

I have taken a Cable Internet Contract with Vodafone on 25th May 2019. The Customer Number is XXX and the contract number is XXX.

The Cabel contract is for Euro Red Internet & Phone 200 Cable: Preis 1.-12. Monat nur 19,99 Euro, Download bis zu 200 Mbit/s und Upload bis zu 12 Mbit/s 12 Wochen. With this deal, I also received a Euro 100 (Gutschrift). This was an online deal with Vodafone. I notice that the deal is still online however now, it is with a Euro 120 (Gutschrift).

The consultant informed me that from this Euro 100 (Gutschrift), Euro 49,99 is for the installation at my apartment and the the remaining Euro 50,01 is for the first 2.5 months contract fee. This means that the first time that I should pay for the contract is end August. However, I noticed that Euro 24.49 was taken from my bank account (26.06.2019).

All of this was recorded over the telphone however the consultant did not write the correct inforomation on the Vodafone system.

Could you please call me to help to resolve this billing error.

Thank you.

Kind regards,

Mivash XXX
Mobile: XXX

Edit: @Internet9 Remove Customer and personal Data. BG, Sebastian

Re: Incorrect Billing

Stephan — Sat, 06 Jul 2019 08:58:45 GMT

Hi Internet9,

and welcome to our Community.

Have you already looked at the invoice for the direct debit? If not, please do so. The invoice will show what has been charged.

If you still have questions afterwards, we would be happy to have a look.

Regards

Stephan

Re: Incorrect Billing

Internet9 — Mon, 15 Jul 2019 07:18:39 GMT

Hello,

I have looked at the bill and it is incorrect. The Gutschein is listed at Euro 50 and not Euro hence that is the problem.

Thank you.

Kind regards,

Mivash Harilal

Re: Incorrect Billing

Internet9 — Mon, 15 Jul 2019 07:39:47 GMT

Hello,

I have looked at the bill and it is incorrect. The Gutschein is listed at Euro50 and not Euro100 hence that is the problem.

Thank you.

Kind regards,

Mivash Harilal

Re: Incorrect Billing

Thomas — Tue, 16 Jul 2019 10:30:26 GMT

Hi Internet9,

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: Incorrect Billing

Tina — Fri, 19 Jul 2019 11:44:08 GMT

Hello Internet9,

thanks for the PN. I've take a close look

With the order confirmation a 50,- € credit note was confirmed to you. We can't assess the conversations. These are only for training purposes.

Best regards

Tina

Re: Incorrect Billing

Internet9 — Fri, 19 Jul 2019 12:19:44 GMT

Hello,

Based on your feedback, I do not have a valid contract then??? Because it was done over the phone which means that Vodafone does not have a contract with MY SIGNATURE on it. How can the contract be valid then?

Unfortunately, that is not legal. How can you use a telephone to create a contract however when you need to look at the details of the call, you cannot access it.

Even if you look at the offer on the Vodafone Website now, you will see that for the contract that I took, I should receive a Euro 100 Gutschein....Not Euro 50.

Re: Incorrect Billing

Thomas — Sat, 20 Jul 2019 17:57:00 GMT

Hi Internet9,

you certainly have a valid contract. The contract can also be concluded by distance selling and a signature is not necessary. You have received an order confirmation with all conditions. If there is something wrong, it should have been clarified within 14 days. Afterwards we can do unfortunately nothing more there.

Regards

Thomas

Re: Incorrect Billing

Internet9 — Mon, 22 Jul 2019 08:39:35 GMT

Hello,

I NEVER received the contract via post. I called the Vodafone Customer Centre to inform them that I did not receive my contract and then they emailed the document to me on the 12.06.2019. The contract was still not posted and I still have not received the posted contract. This contract was concluded on the 24.06.2019 however the first time I received the contract via EMAIL was the 12.06.2019.

The first bill was on 26.06.2019 (When Vodafone incorrectly took Euro 24.49 from my bank account. I called the Vodafone Customer Centre on the next day (27.06.2019) and informed them that this was not correct.. Actually, this is within the 14 days you speak about. Since the 27.06.2019, I have been trying to resolve this problem. Today is 22.07.2019!

Quite honestly - there is a very simple solution. Go and listen to the recoridng. The sale consultant also at one point reminded me that the call was recorded and all details of the contract are recorded so that in the future, if I have a problem, Vodafone will be able to review the details of the call /voice recording. If there is an error from my side or Vodafone, it can be cleared up by listening to the recording of the contract.

Look also at the type of contract and the current Vodafone Kabel offers. The Gutschein should have been Euro 100 and it was incorrectly listed at Euro 50.

Re: Incorrect Billing

Thomas — Mon, 22 Jul 2019 15:01:48 GMT

Hi Internet9,

it's possible there's been a misunderstanding. The commitment fee of EUR 49.99 was waived. In addition you got a credit note of 50,- Euro. That makes together also nearly 100, - euro. Exactly the same it is deposited also in the confirmation.

Regards

Thomas

Re: Incorrect Billing

Internet9 — Tue, 23 Jul 2019 11:11:09 GMT

There was no misunderstanding from my side. I clarified all points with the Vodafone Sales Agent which, once again, can be heard on the voice recording. If there was any further questions that I had, I asked those questions to the Vodafone Sales Agent over the phone. All of this was recorded.

It is not my fault if the Vodafone Sales Agent got it wrong or if he is work "under supervision". You are selling a product and the terms and conditions are made clear by the person selling the product. In this case, the Vodafone Sales Agent. It is like you are buying a car for Euro 20 000 and once your receive the car, teh dealership charges you Euro 21 000.

Once again, please listen to the recording of the contract (i.e. the voice recroding). I am not going to leave this because I behaved in good faith and I was honest with my dealing with Vodafone. Now, when there is a problem, Vodafone refuses to investigate appropriately.

Re: Incorrect Billing

Thomas — Tue, 23 Jul 2019 14:40:54 GMT

Hi Internet9,

i assume the recording was made in German. You are absolutely sure that you understood everything that the colleague read out 100% correctly. If that is so, I can gladly pass it on for clarification.

Regards

Thomas

Re: Incorrect Billing

Internet9 — Tue, 23 Jul 2019 15:32:53 GMT

The recording was first in English and then in German.

Re: Incorrect Billing

Thomas — Tue, 23 Jul 2019 16:39:23 GMT

Hi Internet9,

i had made a direct request to our complaint management. According to the feedback, the waiver of the provision fee and a one-time bonus of 50,- Euro were discussed and confirmed. So the same as it is stated in the order confirmation. Sorry but we can't do anything for you in this case.

Regards

Thomas