Thema "Re: Two bills and two contracts!" in Archiv_Kabel

Two bills and two contracts!

claudemiro — Wed, 04 Dec 2019 17:16:58 GMT

Hello Vodafone community, sorry for not being able to write this in German.

I have a huge problem with Vodafone and I trying to get it resolved, but, unfortunately, I was not able so far.

I have got a Kabel contract with Vodafone in Jul 2017, everything was fine until recently when I noticed that I am being charged for two contracts since Jul 2017.

I tried to call them several times in different numbers (08005266625, 08002787000), tried to go to a Vodafone shop in Berlin and nobody is able to help me.

That is super frustrating, Vodafone must not be able to do that. I want my money back, that is not fair having to pay for something I am not using.

So Vodafone What I am supposed to do now?

Betreff: Two bills and two contracts!

Ines75 — Wed, 04 Dec 2019 20:10:46 GMT

Hello @claudemiro ,

for english speaking customers its sometimes hard to find support at the Hotlines, because not everybody can speak english. But here you can get support...

What kind of contracts do you have, both Internet & Phone or is one for Internet & Phone and one for TV? Where did you get the contracts, Hotline, Homepage or Shop? Do you have any confirmation of this order? Maybe you can find there two numbers for the contracts and a discription for what you are charged. If you find numbers, please don't write them here (because of your privacy) but you could write, if all numbers are for Internet & Phone or for something different.

Many greeting, Ines

Re: Two bills and two contracts!

Grit — Thu, 05 Dec 2019 07:04:38 GMT

Hello claudemiro,

you've had two contracts for two years and you're just now claiming this? You've waited a really long time, i'm afraid there's nothing we can do for you. What kind of contracts are they (exact name)?

Regards

Grit

Re: Two bills and two contracts!

claudemiro — Thu, 05 Dec 2019 10:03:10 GMT

Hello, @Grit,

I understand your point, but I trusted that Vodafone was doing the right thing, and just now noticed Vodafone mistake.

So can you help me somehow? What am I supposed to do now? any recommendation?

Thanks

Re: Two bills and two contracts!

claudemiro — Thu, 05 Dec 2019 10:08:35 GMT

I only have access to one of the contracts on the "MeinVodafone" area page which is "Internet & Phone
Mein Tarif: Red Internet & Phone 100 Cable".

The thing is from my bank account I see Vodafone charging me twice every month. In my Bank statement, they have different "K-NR".

I have screenshots that might help, where am I supposed to send them?

Re: Two bills and two contracts!

Grit — Thu, 05 Dec 2019 11:12:30 GMT

Hi,

i'm sorry I can't help you with the two-year refund you asked for. For this you simply report too late.

Regards

Grit

Re: Two bills and two contracts!

claudemiro — Thu, 05 Dec 2019 12:23:40 GMT

Hello @Grit,

Can you help me at least to cancel this service I am paying for? I don't want to continue having to pay for this.

What am I supposed to do?

Re: Two bills and two contracts!

Grit — Thu, 05 Dec 2019 13:28:42 GMT

Hey,

i can't terminate the contract prematurely either. I can help you to terminate it regularly, i.e. at the end of the term (whenever that will be). Agree?

Regards

Grit

Re: Two bills and two contracts!

claudemiro — Thu, 05 Dec 2019 14:08:49 GMT

This was not a mistake on my side, it was a mistake on Vodafone side. I should not pay for Vodafone mistakes. I am already being nice with Vodafone to accept that you just cancel this contract without a refund that I was never supposed to be paying for.

I just don't want to continue paying for something that I never used. You can verify on your system that such a contract was never used, not even a single minute/megabyte was used.

Please come with a better offer.

Re: Two bills and two contracts!

Grit — Fri, 06 Dec 2019 06:50:10 GMT

Hello claudemiro,

whether a contract is used or not cannot be checked on the one hand and on the other hand it is not relevant for a termination. Please don't get me wrong, but every customer can say that he doesn't know about the contract or didn't want it. After more than 2 years this is unfortunately simply too late.

I like to take a look at it, but I can't give you any hope for another offer. Send me your name, full address, customer number and date of birth in a private message. Afterwards, you must report back here in the post.

Regards

Grit

Re: Two bills and two contracts!

claudemiro — Mon, 09 Dec 2019 08:40:57 GMT

Hello @Grit , I sent you a private message with the details you asked. Thanks

Re: Two bills and two contracts!

Grit — Mon, 09 Dec 2019 17:55:57 GMT

Hello claudemiro,

you send a re-registration in the DM. So I assume that you are aware of how the second contract came into being. You moved in 2017, but never reported a move, but ordered a new contract for the new address. This is unfortunately the wrong procedure, because the contract could have moved with you. For this reason, it would not have been possible to terminate the contract prematurely. Now this is basically not possible, because the contract can be used. As a gesture of goodwill I can offer you to terminate the old contract immediately. But a refund is not possible with the best will in the world.

Regards

Grit

Re: Two bills and two contracts!

claudemiro — Tue, 10 Dec 2019 11:57:46 GMT

@Grit

I moved to Berlin in March 2017, my first address was on Berlin 10245 (I have the city registration), I lived there for 4 months, before moving to 10713 (The city registration I sent to you on private).

The flat on 10245 was one of those short term contracts, which I did not have to pay anything extra, so, I did not have a Vodafone contract.

Before I move to 10713, now a long term renting, I went to the Vodafone website and ordered an Internet plan, but, by mistake, I put a wrong address, also in 10713 (But another street, Rudols...).

I recognized the mistake and then called Vodafone explaining what happened and asked them to update my address to "Bechs..." (The address I sent to you). Vodafone told me that everything was fine (Unfortunately I don't have proof of this conversion).

So, I moved on and noticed this problem a couple of months ago, so, if the duplicated contract is related to this issue, that constitutes a Vodafone mistake, not mine.

I understand your point, understand that 2 years is too much time for a complaint. But I would like to have some sort of compensation for this whole issue. Cancel the old (wrong) contract and, have a fixed discount for a few months on my current internet contract.

p.s. I can send you a copy of my city registration on 10245 if you find it necessary. You will notice that I only lived in these two addresses.

Best.

Claudemiro

Re: Two bills and two contracts!

Grit — Tue, 10 Dec 2019 15:20:30 GMT

no, i don't need any more proof. Nothing has changed in my previous statement. There will be no refund, no discount and no compensation. The error is not on our side, so I cannot do anything else here. Terminating the contract prematurely is the only goodwill I can offer you.

Regards

Grit

Re: Two bills and two contracts!

claudemiro — Tue, 10 Dec 2019 16:18:48 GMT

@Grit ,

I am exhausted of this whole thing. You can cancel the contract. Tell me if you need anything.

Re: Two bills and two contracts!

Grit — Tue, 10 Dec 2019 17:38:57 GMT

I've terminated the contract, you'll get confirmation.

Regards ^glk