Frage
Antwort
Lösung
am 06.10.2020 14:45
Hi Team
I have subscribed to Vodafone GigaTV Cable(from Dec 2019) and from last two months onwards, I was also being charged for Vodafone TV connect option even though I didn’t contractually agree to that option. Can you please have a look and let me know how can I cancel and how to get refund for last two months which were charged incorrectly?
am 13.10.2020 14:09
Hi f2003629,
in your case these are 2 contracts. One as a basic requirement to be able to watch TV at all TV Connect and to be able to watch more channels Giga TV.
Regards
Thomas
am 13.10.2020 19:24
When I joined, it was told to me, that all I need is Giga tv cable with which I can watch Tv. Now, you tell me I need TV connect as must and Giga TV seems to be add on top of it. My question, when was this changed and where is my consent to it? From your response I don't know what the difference is between two. All I need to just watch TV, no add ons etc. I just don’t want to pay for two contracts, specially if something is booked without even informing me and secretly because I don’t know when you will book another contract without even telling me that it is for another basic watching.
What is my next escalation channel as I am not at all happy with the response I am getting?
am 13.10.2020 21:06
Hi f2003629,
since the cable connection at the address is only purely physical, TV Connect is a basic requirement for watching TV. Giga TV is then the actual product to receive the encrypted and English channels. So no ad on but absolutely necessary.
Regards
Thomas
am 13.10.2020 22:17
I am surprised that whatever you are saying absolutely necessary was not existing for close to 7 months and I was able to watch TV with English channels. So, that clearly means it is not absolutely necessary.
Now, on the other hand, when I signed up I was told monthly charge is 9.99 euros for Vodafone GigaTv cable and 4 euros for International bundle. Nothing more. No mention of TV connect. And now, this is suddenly made mandatory and because of which my rental is doubling. I wouldn’t have agreed and would not agree for you to doubling the rental without my consent. If you would have told all this when I booked the option, I would have not even accepted it. So, why isn’t this a violation of contract because you didn’t tell me the rental price correctly when I started the contract?
As I mentioned, you guys are not getting the problem and trying to defend a mistake/cheating on your side. I would like to know next possible escalation channel as I am not happy with your response.
am 14.10.2020 15:14
Hi f2003629,
you are welcome to contact our complaint management in writing.
Beschwerdemanagement
Vodafone Kabel Deutschland Kundenservice
99116 Erfurt
Regards
Thomas