Contract couldn't be fulfilled by Vodafone but I still get charged every month

[AtanasGeorgiev]

An Internet and cable TV service that i have requested from Vodafone couldn't be activated because the technician claimed a problem with the cables in the building. I waited 4 months for this service to be installed and finally gave up and went to another company which managed to install a working Internet connection in my home after 3 days and didn't find any problems with the cables. Subsequently, I have sent 2 cancellation letters, returned all equipment, went to the Vodafone store countless times, spoke on the phone at least 3 times and everything to no avail. The direct-debit to my bank account was never cancelled and i was still getting charged every month for a service that i have never received. I have finally canceled the direct-debit myself and what i get now instead is threatening emails about late fees. Customer support is non-existent, i get bounced around and no one seems to have any intention to actually solve this problem. In the store they tell me "call customer support". On the phone thet say "send a letter to the headquarters". From the headquarters they respond "write on the forum". So, now I'm curious who should I have to write to next.

[Lars]

Hi AtanasGeorgiev,

we'll check it out.

Please send us your customer number, name, address and date of birth by private message. Post a short message here in the thread when you have sent the PM.

Best regards

Lars

[AtanasGeorgiev]

Dear Lars,

I have sent a private message to you with the required information.

[Tina]

Hello AtanasGeorgiev,

the internet contract has been cancelled. You have a contract of GigaTV net. For this contract you don't need a cable connection. Just an internet connection. You also got a credit for the first 2 months, because your dsl connection was not activated until december.

Best regards

Tina

[AtanasGeorgiev]

Are you saying that i can use the GigaTV subscription with any internet provider and it doesn't have to be used over a Vodafone provided internet connection? 

If yes, then this was never explained to me and I would like to receive the set-top-box back because i have already sent it back to you along with the DSL modem.

If no, then i don't see how can i possibly have a TV subscription going on without also having an active internet connection provided by you.

[Tina]

Hello AtanasGeorgiev,

the only important thing is that there is an internet connection. which provider is not important. I will send you the box again. First you have to pay the outstanding debts of 63,60 €.

Best regrads

Tina

[AtanasGeorgiev]

Now that the nature of the service was properly explained to me I have already transferred the amount. I wish that the consultants at your stores have told me this earlier.

[Lars]

Hi AtanasGeorgiev,

then please come back to this thread at the end of the week. We will then check if the payment has arrived in the system and send the box out.

Best regards

Lars

[Tina]

Hello AtanasGeorgiev,

you have contacted us via pn that you have paid the outstanding amount. we will now take care of the shipping of the box.

Best regards

Tina