Thema "Still being charged after cancelling" in Archiv_Kabel

Still being charged after cancelling

brianbf79 — Wed, 11 Mar 2020 14:03:02 GMT

I came into the store, Kabel Deutschland Komptenz-Zentrum, located in Landstuhl, Germany to cancel my contract because I was leaving Germany. I cancelled on October 30, 2019. I kept on receiving bills when I was told that my contract was cancelled. I called the same store in January and was told that the contract was never cancelled. My bank account was overcharged because of this. How do I get a refund for those months that I cancelled?

Re: Still being charged after cancelling

Stephan — Thu, 12 Mar 2020 10:29:12 GMT

Hi brianbf79,

welcome in our Community.

Usually you have to pay uo to three month after you moves abroad.

When did you move?

Regards

Stephan ^sbk

Re: Still being charged after cancelling

brianbf79 — Fri, 13 Mar 2020 00:44:33 GMT

Moved out Nov. 3 2019.

Re: Still being charged after cancelling

Nancy — Sat, 14 Mar 2020 12:53:51 GMT

Hello brianbf79,

did you guys finish a notice together in the store, or how did you do it? We have a moving service for that, which you tell us about your move.

Best regards

Nancy

Re: Still being charged after cancelling

brianbf79 — Sun, 15 Mar 2020 15:41:42 GMT

The salesperson took my information down and showed me when he would input the date for cancellation, but did not give me any paperwork.

Re: Still being charged after cancelling

Grit — Mon, 16 Mar 2020 17:22:05 GMT

Hello brianbf79,

so only one dismissal was finalized? Then it's clear why the contract was not terminated. A simple notice of termination is not sufficient, the move must be reported including your address and date of move.

Please report the move to the removal service and add the new address as proof. The cancellation from Germany can help.

Regards

Grit

Re: Still being charged after cancelling

brianbf79 — Fri, 01 May 2020 15:07:56 GMT

Why is one dismissal not sufficient for termination? This has been a huge hassle when I went through the proper procedures at the store and not given any information to do anything more.

Re: Still being charged after cancelling

brianbf79 — Fri, 01 May 2020 15:10:00 GMT

Also through the moving service I cannot put the date I moved out.

Re: Still being charged after cancelling

Tina — Mon, 04 May 2020 14:40:31 GMT

Hello brianbf79,

If your moving day is in the past, you must select the current day. The cancellation period starts on the day of notification of the move, if it has already taken place.

The reason for the cancellation also determines the cancellation date. if you do not give us a reason, your contract ends at the regular end of the contract period.

Best regards

Tina

Re: Still being charged after cancelling

brianbf79 — Mon, 04 May 2020 15:15:04 GMT

"so only one dismissal was finalized? Then it's clear why the contract was not terminated. A simple notice of termination is not sufficient, the move must be reported including your address and date of move."

Why is one dismissal not sufficient for termination? This has been a huge hassle when I went through the proper procedures at the store and not given any information to do anything more. I showed them my orders of my departure date. I was not told I needed to go online and terminate anything.

Re: Still being charged after cancelling

Tina — Tue, 05 May 2020 12:23:13 GMT

Hello brianbf79,

it is as I have already written.

Best regards

Tina

Re: Still being charged after cancelling

brianbf79 — Tue, 05 May 2020 12:59:42 GMT

Thank you for clarification, but educate your sales people to pass this sort of information for people that are discontinuing service or leaving the country. I contacted Timo Winkmann numerous times by phone and email, and not once did he say I needed to go online to a moving service page.

Re: Still being charged after cancelling

Tina — Thu, 07 May 2020 12:09:13 GMT

If you haven't been told, it's annoying. I can only apologize for that.

Do you have any questions?

Best regards

Tina

Re: Still being charged after cancelling

brianbf79 — Thu, 07 May 2020 12:15:50 GMT

Yes, I would like to know that I will not be charged for the last 4-5 months that I have been trying to get this solved. I have email traffic with the sales person at the Landstuhl store for verification, where can I turn that into to cut the contract? I also keep being pushed to use Whatsapp, and no one is answering the phone call or text message.

Re: Still being charged after cancelling

Tina — Thu, 07 May 2020 14:06:10 GMT

The correspondence never reached us.

You must report your move to our customer service department.. We have a moving service for that, which you tell us about your move.

Best regards

Tina

Re: Still being charged after cancelling

brianbf79 — Thu, 07 May 2020 16:26:13 GMT

Which I did. I explained everything. Timo Winkmann from your Landstuhl store did not let me know that I needed to go online to cancel through the website. I have included email traffic between myself and Mr. Winkmann. Please see attached and message below. I was not able to send 2 attachments. The first was in January after I left Germany. I also spoke with Mr. Winkmann on the phone in January. Mr. Winkmann did not respond to the email, so I sent another email in February. I did not get an answer from Mr. Winkmann until 3 months later, in May.

----------------------------------------------------------------------------------------------------------------------------------------------

Cancellation of service
1 message
Brian Fuentes <brianbf79@gmail.com> Tue, Feb 18, 2020 at 5:55 AM
To: info@kabeldeutschland-service.de
We spoke on the phone a few moments ago. Any help is greatly appreciated. Here is my information that you requested:
***

I cancelled sometime in October 2019.
v/r,
Brian Fuentes

Re: Still being charged after cancelling

Tina — Thu, 07 May 2020 16:25:02 GMT

Hello brianbf79,

so if I look at the correspondence, it's about a telekom contract. The e-mail address Info@kabeldeutschland-service.de is also not known to us.

I have deleted the attachment because it contains your personal data

Best regards

Tina