Thema "Re: Awful experience - requesting contract cancellation" in Archiv_Kabel

Awful experience - requesting contract cancellation

timbuktu1 — Thu, 09 Apr 2020 09:33:15 GMT

When I initially tried to sign up for Vodafone - I tried your hotline, initially encountering an extremely rude customer service consultant on the phone who berated and insulted me for having poor german skills.. - Just because I don't speak the German language fluently, does not mean I don't understand when you insult me!

When I tried to speak to his manager of his behaviour he simply hung up the phone on me.

After this encounter I was very upset and initially tried to complain on your online chat function, where I spoke to a much nicer lady who understood the experience and tried to help me out. During our conversation she admitted that there are some.. problems.. with the customer service hotline and in the future I should try to use the Online Chat when I can as they're supposedly well trained AND speak English. Despite her help here, I decided not to sign up for a contract on the day as I was still quite sore from my previous conversation.

I eventually caved in and signed up for your service, using the chat for the signup proceess. They ensured me at the time they will cancel my current contract with Telekom as I sign up.

After receiving severval bills from Telekom I decided to give them a call and discovered that no cancellation has taken place and will continue to be billed up until June. I request some compensation for this.

I have tried to bring up this issue in the online chat but the second I try to say anything in English they just keep closing the chat and ignoring me. Going through the official complaint topic on the website doesn't help either, when they're not ignoring my emails they send me generic automated responses.

Even the link they provide to go to this forum is wrong!

Now onto the internet experience itself... I was initially sold on the impression of a fast, stable internet. I left my contract with Telekom to come to your company on the promise that Cable was supposed to be a more consistent internet service - at least better then DSL. This has proven to be a lie.

While I certainly do reach some decent speeds - still below what was promised but whateve (choose your battles), I am experiencing severe packet loss and terrible latency, signifying a low quality connection.

This service is ridiculous, I've been a customer of Vodafone for only a couple of months now and it's simply been an awful, humiliating experience.

I would like to discuss my options here in regards to a contract cancellation, based on the abuse and lies I have received at the hands of this company, along with compensation for the incorrect information leading to me now having two internet contracts at the same time.

Re: Awful experience - requesting contract cancellation

Stephan — Tue, 14 Apr 2020 09:54:06 GMT

Hi timbuktu1,

lot of thext, but what do you want exaclty? I'm afraid I'm not quite clear on that.

What is your main issue? Short and clear, please.

Regards

Stephan

Re: Awful experience - requesting contract cancellation

Nikhil11 — Tue, 14 Apr 2020 11:12:23 GMT

Dear Stephan,

I am facing similar issue here. Got contract done in November 2019 in Mediamark, Hamburg from one of the vodafone booths there.

During contract signing, they said that the old one will be cancelled automatically. However, my old dsl service provider O2 are still charging me until now. I sent anbieterwechselauftrag formular twice to vodafone, but I keep getting a response letter saying the information is false. While the details are all correct as I am still able to check on O2 portal.

Request your kind support here!

Re: Awful experience - requesting contract cancellation

timbuktu1 — Tue, 14 Apr 2020 12:41:33 GMT

Sure, a lot has gone wrong.

To quote my final paragraph -

"I would like to discuss my options here in regards to a contract cancellation, based on the abuse and lies I have received at the hands of this company, along with compensation for the incorrect information leading to me now having two internet contracts at the same time. "

Re: Awful experience - requesting contract cancellation

Stephan — Wed, 15 Apr 2020 12:59:03 GMT

Hi timbuktu1,

just for my clarification: by double calculation you mean at Vodafone and Telekom, right?

I can have a look on that. Please send me a private message with the following information:

your name

your address

date of birth

your customer number

the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

Re: Awful experience - requesting contract cancellation

timbuktu1 — Thu, 16 Apr 2020 08:13:57 GMT

"by double calculation you mean at Vodafone and Telekom, right?"

Yes, at the moment I am being billed by both Telekom and Vodafone due to the mistake/miscommunication at sign up.

PM sent.

Re: Awful experience - requesting contract cancellation

XsistemZ — Thu, 16 Apr 2020 13:25:23 GMT

Hello!

I am having the same problem as you… I tried to call several times to the service center and actually I tried to make my self understand and required a "slow German, that I will be able to understand" and they just keep talking really fast totally careless... I work for a service center and is unbelievable that someone speak to a customer without trying to help in English, even saying that is not possible to forward the call to an English speaker ...

Please let me know if you are able to cancel your contract or which are the options here... because I dont wanna have a contract with this company any more...

Thank you

Re: Awful experience - requesting contract cancellation

Stephan — Thu, 16 Apr 2020 15:41:51 GMT

Hi timbuktu1,

thanks for the pm with your data.

Unfortunately I have to say, that you have brought the inconvenience on yourself.

You were already asked in January to get in touch with us here because this is where the English speaking support takes place. However, apart from insults to colleagues, not much came back from you.

Also the form needed for the provider change has not yet been returned to us. Without these, however, the termination of the old provider is not possible. The customer service had already written this to you.

So please send back this form and we can cancel the old provider.

Regards

Stephan

Re: Awful experience - requesting contract cancellation

timbuktu1 — Mon, 27 Apr 2020 14:44:53 GMT

- "You were already asked in January to get in touch with us here because this is where the English speaking support takes place. However, apart from insults to colleagues, not much came back from you."

After being initally told the online chat was where the "English speaking support takes place"?

After my lenghty (and warranted) complaint that I sent to your company which was dismissed with an automated response containing a dead link that didn't lead anywhere? Sorry buddy, I didn't bring this on myself. This is on you guys.

- "Also the form needed for the provider change has not yet been returned to us. Without these, however, the termination of the old provider is not possible. The customer service had already written this to you."

My point here being, that during signup I was told that this was dealt with and that your company would handle it. I had no knowledge of a form being required until after the email (the complaint). I still havn't sent it because I don't need to anymore, I dealt with the cancellation myself as soon as possible when I saw that it hadn't been handled. My complaint here is now concerning compensation.

Re: Awful experience - requesting contract cancellation

Grit — Tue, 28 Apr 2020 16:03:24 GMT

Hello

i'm sorry, but a compensation is not possible because the error is not attributable to Vodafone. If you do not send the required documents, Vodafone cannot act.

Regards

Grit

Re: Awful experience - requesting contract cancellation

timbuktu1 — Tue, 26 May 2020 10:31:30 GMT

@Grit schrieb:
Hello

i'm sorry, but a compensation is not possible because the error is not attributable to Vodafone. If you do not send the required documents, Vodafone cannot act.

Regards
Grit

So you can claim/say whatever you want, and it will never be your fault because as the customer we can't prove anything. Ok, got it.
I think your sales person employed some shady tactics to encourage me to sign up, purposefully misleading me into a contract I can't get out of so your customer service consultants can tell me I'm wrong.

I guess the fault is mine at the end of the day for trusting Vodafone.

Re: Awful experience - requesting contract cancellation

Lars — Wed, 27 May 2020 13:51:30 GMT

Hi timbuktu1,

even if it was not clearly stated, which is certainly not correct, but not comprehensible for us, the correct procedure for changing provider (Anbieterwechsel) is stated in the terms and conditions you received at the beginning of the contract.I am sorry, but unfortunately we cannot do anything about this.

Best regards

Lars