Contract Termination

[Gelöschter User]

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?

[Tina]

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

[Gelöschter User]

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

[Tina]

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

[Gelöschter User]

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

[Grit]

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

[Gelöschter User]

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

[Tina]

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

[Gelöschter User]

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

[Tina]

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