Thema "Re: Contract Termination" in Archiv_Kabel

Contract Termination

Gelöschter User — Fri, 13 Mar 2020 11:18:42 GMT

Dear all,

I am struggling with Vodafone support. I have done everything I was supposed to, notified Vodafone of my move abroad, informed of the date and sent the equipment back the day I handed over my apartment (I even have confirmation it was delivered the next day).

In return I got confirmation of termiantion 3 months from the date they were given, complete ignorance from support straight up refusing to communicate on my specific situation and no means of contact with team responsible of terminations as they only have a phone number that you cannot call if you are not in Germany.

How can the information on termination be updated from abroad if you have no mean of contact for people that have relocated and you refuse to assist them when they contact customer support?

Re: Contract Termination

Tina — Sat, 14 Mar 2020 15:58:22 GMT

Hello Dzil,

welcom to our community. Nice to see you.

Even if you leave Germany the contract won’t end with the date of your move. Due to German law the contract will end three months after the leaving date. An exception to this period applies to embassy and military personnel stationed here. For this we also need the corresponding proofs.

Best regards

Tina

Re: Contract Termination

Gelöschter User — Sat, 14 Mar 2020 16:28:12 GMT

Dear Tina,

Actually, that is not true because I am moving abroad as I already informed Vodafone. EU law allows termination of any contract with one month notice in this case as long as I provide deregistration certificate. Please provide me the contact details of the person that can actually make the change accordingly so I can provide the necessary documentation.

Kind Regards,

DZil

Re: Contract Termination

Tina — Sun, 15 Mar 2020 15:31:22 GMT

I'm sorry, but it's as i wrote it. You can contact our complaint management. But I can't promise you a different answer.

By mail to:

Vodafone Kabel Deutschland Kundenservice
Beschwerdemanagement

99116 Erfurt

or via contact form

Best regards

Tina

Re: Contract Termination

Gelöschter User — Sun, 15 Mar 2020 17:45:50 GMT

Dear T

I moved around quite a bit in my life so I am sort of an expert when it comes to legal matters associated with international relocation. Any contract is terminable upon move abroad waving 3 months notice on presentation of deregistration certificate. I also know that the same applies in Germany as I am cancelling all my contracts in the country and Vodafone is the only one that seems to think that laws do not apply to them.

I have already contacted your customer support that said that I should post here instead of assigning an actual person for me to talk to. I also note that you were more than eager to talk transferring my contract, where response time was less than 24h but when it comes to actual customer support where needed I have to spend weeks to even convince to get someone knowledgeable on the other side. So again, may I kindly ask that someone actually knowledgeable would cobtact me privately so I can provide neccessary documentation for appropriate updates on your side?

I note that I have paid one month notice and returned the equipment so I fully intend to block your direct debit if I will not receive proper attention to this on your side.

Kind Regards,

DZil

Re: Contract Termination

Grit — Mon, 16 Mar 2020 17:46:44 GMT

Hello DZil,

ee cannot change anything about the 3 month period. You wrote in the incoming post that the termination was stopped at 3 months. What's wrong with that now? We can't act otherwise and we can't give you a personal contact, sorry.

Regards

Grit

Re: Contract Termination

Gelöschter User — Fri, 20 Mar 2020 17:47:26 GMT

Dear Grit,

I do not need personal contact, I do want to have a cutomer support that actually is educated on the subject to contact me via phone, as appropriate to discuss this. That is a valid request and certainly is my right (consumers seem to have very few of them in Germany).

I am out of the country already, I notified Vodofone of my situation as soon as I was aware of it and I have returned the equipment the day I left the apartment. You are not providing any service to me for 2 weeks now, My move was due to extraodinary circumstances and I am currently stuck in quarantine in another country and I have no energy to deal with ignorance of German companies nor do I have any interest in sharing my personal information in some public forum. I am done putting so much effort to have someone to talk to me about something that should be of interest to Vodafone, not me.

I emphasise again that I have left the country and do not intend to keep any ties to the country after the end of the month so unless your customer support contacts me over the phone to discuss how we can resolve the matter next week that will be your problem.

Kind Regards,

DZil

Re: Contract Termination

Tina — Mon, 23 Mar 2020 14:35:35 GMT

Hello DZil,

your contract ends 3 months after you move. This is the valid cancellation period. An exception to this period applies to embassy and military personnel stationed here. For this we also need the corresponding proofs.

You should also not post your personal data in your thread. We only request such data via a private message.

I'm sorry that you find yourself in this situation but we have no other answer for you.

Regards

Tina

Re: Contract Termination

Gelöschter User — Mon, 23 Mar 2020 14:46:50 GMT

So please contact me privately as I have been requesting for over 3 weeks now.

Re: Contract Termination

Tina — Mon, 23 Mar 2020 17:52:53 GMT

Send me the following informations in a private message:

full name

date of birth

address

customer number

Write a short reply here afterwards.

Regards

Tina

Re: Contract Termination

Gelöschter User — Wed, 25 Mar 2020 13:45:26 GMT

Done. Thank you.

Re: Contract Termination

Stephan — Thu, 26 Mar 2020 16:36:01 GMT

Hi DZil,

thanks for your dm.

I took a look at your account. Also I can only repeat what Tina and Grit have already written to you.

Your contract will be terminated with a period of three months according to the telecommunication law. This is our final answer in this matter.

Regards

Stephan

Re: Contract Termination

Gelöschter User — Thu, 26 Mar 2020 17:29:38 GMT

Dear Stephan,

I genuily don't understand what is wrong with you and your collegues. I specifically asked for for someone from your customer support to contact me privately, once. That's all. I did not ask you to review my account or give me your opinion on anything. I refuse to discuss any matters of my contract or billing in the public forum as this is highely inapproriate and your insistance of doing so certainly constitutes a breach of my privacy rights. For the last time, can you arrange customer support or billing to actually call me or provide another private communication channel that I can use? Preferably not with anyone I already spoke because quite frankly I have little respect for people that don't respect their own/my time. I note again that your customer support numbers are not callable from abroad. I will not discuss the issues and potential solutions I have with this publicly any further. I would also like to note that I clarified the situation and reached agreement with Telekom on the same in 5min over the phone as opossed to spending abnormous amount of my time simply asking for someone to even contact me from your side. I want to close the matter propely ASAP but this seems to be more effort than it is worth.

Re: Contract Termination

Stephan — Mon, 30 Mar 2020 07:57:09 GMT

Hi DZil,

nothing is wrong with us, that's for sure.

You have chosen a public forum as your channel, so you will get the answer publicly here. In this forum, we are your contacts, and we gave you the answer to your request. There is nothing that needs to be discussed privately.

As already stated by three MODs in this thread: your contract is terminated with three months' notice.

Regards

Stephan