Thema "Re: Incorrect bill received" in Archiv_Kabel

Incorrect bill received

RA5 — Thu, 24 Oct 2019 06:14:06 GMT

Hello Vodafone team,

I recently became a Vodafone cable internet customer(Kundennummer: ***) and I am happy with the internet connection so far.

However, I was surprised yesterday after checking the attached bill which also mentions payment for cable TV which I certainly didn't opt for. At least that's what I have clearly mentioned to the Vodafone salesperson that all I need is the internet pack. I don't know if this is an error on your end or what else it can be.

I did receive a cable TV box as well earlier along with an internet setup box, and I did call Vodafone customer care immediately and told the customer care representative that I don't need cable TV, but I have received the box and what should I do with it. He said if you don't use it just keep it and you won't be charged. But what has happened is exactly the opposite now.

I have attached the bill in this thread, please look into it and cancel the cable TV contract which I have never needed or did not make use of until now. Please let me know if you need any additional details.

Thank you.

-Raghu

Edit: Customer number removed for privacy reasons. Also the invoice in the attachment deleted. VF_Grit

Betreff: Incorrect bill received

RA5 — Thu, 24 Oct 2019 06:09:40 GMT

Additional information is that I noticed now in my Vodafone account is that the bills for the last 3 months included kabel TV product not only the current month. Since I didn't receive other 2 months bills on my email, I didn't notice that I am being charged for both products while I ONLY needed kabel internet.

I honestly feel now that I have been cheated as the salesperson probably added additional products while I didn't notice it over the phone during the order due to my lack of German language skills :(.

Please refund the amount for last 3 months as I don't need the product Kabel TV at all and let me know to what postal address I need to send the TV pack back?

Re: Incorrect bill received

Thomas — Thu, 24 Oct 2019 07:44:57 GMT

Hi RA5,

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 bill received

RA5 — Thu, 24 Oct 2019 08:27:13 GMT

Hello Thomas,

Thank you for the quick response. I have sent a personal message to you with the requested details.

Re: Incorrect bill received

Thomas — Thu, 24 Oct 2019 10:21:38 GMT

Hi RA5,

the TV contract was created together with the Internet & Phone tariff. You also received an order confirmation and the hardware. The box is still at your location and we did not receive a message that the contract is not desired. After 3 months this will be a bit difficult to clean up.

Regards

Thomas

Re: Incorrect bill received

RA5 — Thu, 24 Oct 2019 10:47:31 GMT

Hello Thomas,

Thanks for the response. But as I mentioned earlier, I did immediately ask Vodafone customer care why did I receive it and I don't want to be charged for TV. I was told that I won't be charged and I can keep the TV box if I don't use it. I would have certainly returned it if the Vodafone customer care person had told me that I will be charged for this product independent of I use it or not. I really thought I could trust the words of Vodafone customer care, I hope you understand my situation right now and request you to cancel the contract immediately. Also, please let me know how could I return the TV Box which is un-used.

Re: Incorrect bill received

Thomas — Thu, 24 Oct 2019 11:54:16 GMT

Hi RA5,

i understand the problem. I can offer you to terminate the contract as soon as possible. Due you will get information about the return with the cancellation confirmation.

Regards

Thomas

Re: Incorrect bill received

RA5 — Thu, 24 Oct 2019 13:15:22 GMT

Hello Thomas,

Thanks so much for understanding and offering support.

Attached is the part of order confirmation email from August 5, 2010 (technically, it's not yet full 3 months) which does not list the cable TV but only the internet pack. Other than this, I did not receive any bills in my email or postbox until this month so I had no idea what I am being charged for.

Now that I observe ' Vodafone Security Package' is mentioned in the bill, please could you cancel that as I do not really need it or wanted it. So, please tell me if there are any more items ordered for me which are not free. I request you to cancel them all EXCEPT Vodafone cable internet. I do not even need a phone contract. I ONLY need internet, but no security package or no TV.

Re: Incorrect bill received

Tina — Fri, 25 Oct 2019 14:37:53 GMT

I've done the cancellation for the tv contract and the security package. You'll get a separate confirmation. There are no other cost obligations abos.

Best regards

Tina

Re: Incorrect bill received

RA5 — Fri, 25 Oct 2019 17:56:30 GMT

Hello Tina,

Thanks so much for the cancellation.

Now, would there be any refund for the device(after I return them) and the bill for last 3 months since as per the order confirmation email, all I ordered was only the internet pack and security package(which was free for first few months), it did not mention anything about TV contract at all.

Please let me know. Thank you.

Re: Incorrect bill received

Nancy — Mon, 28 Oct 2019 09:23:01 GMT

Hello RA5,

we have terminated the TV contract as a gesture of goodwill. The fees incurred up to the termination date will be charged to you. You have to send the GigaBox back to the following address:

Vodafone Kabel Deutschland GmbH

c/o DHL Paket

Am Tower 222

90475 Nürnberg

Best regards

Nancy

Re: Incorrect bill received

RA5 — Mon, 28 Oct 2019 21:59:58 GMT

Hi Nancy,

I have already sent the GigaTV box to the mentioned address - https://www.dhl.de/en/privatkunden/pakete-empfangen/verfolgen.html?idc=188599483864

But as I said earlier, in the order confirmation email(please check the attached screenshot) with the subject "Ihre Bestellung" from Vodafone, nothing mentioned about the TV contract at all but ONLY about the internet package and security package, so why should I be charged for the TV contract?

To me, it seems like an error on the Vodafone side, otherwise please explain to me why TV contract detail is missing in the email from Vodafone?

-RA5

Re: Incorrect bill received

Nancy — Tue, 29 Oct 2019 08:45:52 GMT

Hello RA5,

in your order confirmation from 08.08.2019 your tariff was confirmed via internet & telephone and your TV tariff. According to the tracking service, the package has only arrived today. You could have used the GigaTV Box until then. In order to accommodate you here, your contract was terminated as a gesture of goodwill.

Best regards

Nancy