Contract cancellation problems

[DrOroz]

Dear Sir or Madam, 

I have tried to cancelled the contracct with your company since August 2018 (Kundennummer: ***). I sent a cancellation letter in August 2018 to cancel the contract at the end of October 2018. It was not cancelled, thus when I realized it I contacted you customer service number and one employe told me that what I needed to do is to send by post mail the certificate that I was no longer living in Germany. I did so and nothing happenned. In the mean while I was still being charged for the services until my German bank account was finally closed (December 2018). At that moment vodafone started contacting me claiming me the money of the service, although I was certainly not receiving any! Moreover, o they are saying that I must pay or I would be fined!!

This is very frustrating since it is nearly imposssible to contact your customer services. When I tried by phone, as I do not speak German, most of the times I did not get past the automatic answering machine, and when I could contact a person they directly hanged the phone when I requested to talk with someone that could speak English.

Concerning the email and whatsapp services, in both cases the referred to this website, which has not an English version and terefore is quite difficult for a non German speaker.

In summary, I would like to know how this situation can be solved. Because I am not willing to pay for a service that I cancelled on time.

Best regards,

    Dr. Oroz-Guinea

*** Edit mav1976: deleting private data ***

[Nancy]

Hello DrOroz,

No problem. I checked and we sent you the cancellation confirmation on 22.03.2019.

Best regards

Nancy

[DrOroz]

Dear Nancy, 

Thanks a lot for taking the time.

I got the bill to end the contract a few days ago. Unfortunately, neither I nor an Asutrian friend could understand it very well. We are not sure if I have to pay or if money should be reimboursed to me. If I have to pay, (I assume that I should do a transfer to the bank account writen in the bill) could you let me know how much exactly? To the contrary, if I have to receive money where should I send my new bank account so the transfer can be done?

Thanks for your time.

Best regards,

      Dr. Oroz

[Grit]

Hello DrOroz,

check the bill again. It is not one in which we make a claim, but a credit note. I had booked out the amount as a gesture of goodwill. The unpaid invoices were offset against it and so a credit remains. Since we currently have no bank account, the refund to your account can not take place.

Regards

Grit

[DrOroz]

Dear Grit, 

Thanks for the explanation. However, I have one more doubt. I just got an email saying that I should return the router. Unfortunately it got lost during the moving and, therefore, I should pay it. Is that already included in the bill that was sent to me? Or is it something I still have to take care of?

Also, could you let me know to whom can I send my new bank account to get the refunding, please?

Best regards, 

     Dr. Oroz 

[Grit]

Hi,

if you cannot return the router, it will be charged in any case. So a refund does not make sense. This will then be deducted from the calculation of the router. However, the credit will not be sufficient. So if I enter a bank account now, the final invoice will be issued soon with a debit. You can send me the IBAN in a private message.

Regards

Grit

[DrOroz]

Dear Grit, 

I rather do a transfer myself than sending my bank account details. So, given that I won't be able to return the router, can I assume that another bill will be sent to me charging me for the router price and discounting from that price the superavit that I have now? 

Thanks for your help.

Best regards,

    Dr. Oroz

[Grit]

Hello,

you will then find the invoice in the customer portal. It will probably not be sent by post. What do you mean by "me for the router price and discounting from that price the superavit that I have now?" ?

Regards

Grit

[DrOroz]

Dear Grit, 

I meant that the final money I will have to pay will be the 100 € of the router minus the 42 € that the last receipt you send said that Vodafone should give, so around 58 € that I should pay. Is that correct?

Also, when the final invoice arrives to the customer portal, will I be notified by email?

Best regards,

     Dr. Oroz

[Grit]

Hello,

of course the credit will be charged. Yes, you will receive an email when a new invoice is received.

Regards

Grit

[DrOroz]

Dear Grit, 

I still did not receive any invoice. Is everything alright?

Best regards, 

   Dr. Oroz