Contract termination

[murphyp7]

Hello, 

I'm sorry that I write in English but I do not speak fluent German. 

In November 2018, I requested to cancel my internet and mobile phone contracts with Vodafone, because in December that year I moved to Ireland. At the time, I was informed that I would still be required to pay the internet bill for an additional 3 months, and the mobile phone bill for an additional 12 months. I was very disappointed about this, but nobody at Vodafone was helping me so I had to accept it. Now, I see that I am *still* being charged for my internet bill, even though I have not used this since December and the contract should now be cancelled. Please, can you assist me and cancel this contract as soon as possible. I do not have enough money to keep paying an internet bill that I do not use. I now live in Ireland, and so cannot visit your store; also, I have tried calling your helpline in the past but everyone I have spoken to has refused to speak English. Please, help me. 

Thank you.

[Thomas]

Hi murphyp7,

you've come to the right place. Send me your customer number, name, date of birth and address in a private message.

Then reply again here in the post.

Regards

Thomas

[murphyp7]

Hi Thomas,

I have just sent you a private message with the requested details. Thank you!

[Thomas]

Hi murphyp7,

i've been watching this. We received a cancellation in November 2018. But there was no indication for a move. It was a termination at the end of the term. We got the first information that you moved in April 2019. I can adjust the date of termination. The 3 month period will start in April 2019.

Regards

Thomas

[murphyp7]

Hi Thomas,

I'm sorry, I'm quite confused. Back in November, I visited the Vodafone store in Eppendorf, Hamburg to initiate the cancellation process. I knew then that I would leave Hamburg at the end of December, I told the Vodafone employees this, and they said it would be easy to cancel but that I would need to pay for 3 more months. They wrote the attached letter for me (because I unfortunately cannot speak German) and this clearly states my move back to Ireland. They told me they sent it to the necessary people at Vodafone, and this was all I needed to do. Surely if I needed to take extra steps, they or another Vodafone employee should have told me this? So, I ask you as kindly as possible in the hope that you can see how difficult this has been for me: can you please cancel my contract now, not after another 3 months?

Thank you,

Peter

[murphyp7]

Hi again Thomas,

A quick extra message to say that I also received the below email, which clearly states that Vodafone did already receive my request for termination in November 2018. I cannot see anything in this letter saying that I needed to do anything else to confirm the cancellation.

Regards,

Peter

[Thomas]

Hi Peter,

i removed the documents because of personal data. The notice for mobile phone was given with the indication of the move. Unfortunately not for the Internet & Phone contract. This is also stated in the confirmation. I can offer you to terminate the contract immediately. So with today. The whole thing is based on a goodwill decision.

Regards

Thomas

[murphyp7]

Hi Thomas,

I hugely appreciate your offer to terminate the contract today, thank you very much indeed. I honestly thought this was all sorted out months ago and was very afraid when I kept getting billed because I would have really struggled to get the money to pay it for much longer. So thank you very much again for your understanding - I can confirm that I would like to terminate it today.

I hope it's ok that I ask you one more question: is my understanding correct that I will need to keep paying my mobile phone contract until January 2020, and then it will also be terminated automatically? I want to be sure I have not missed anything there...

Regards,

Peter

[Thomas · Accepted solution]

Hi Peter,

the cancellation has been processed, you will receive a confirmation by e-mail.

Regards

Thomas

[murphyp7]

Hi Thomas,

A very big thank you again for facilitating the termination of my internet contract, I really appreciate it.

I write again my final question, in case you might be able to help me with it:

Is my understanding correct that I will need to keep paying my mobile phone contract until January 2020, and then it will also be terminated automatically? Or are there other steps that I missed, like with the internet? I want to be sure I have not missed anything and the mobile phone contract does not run over time.

Thank you again,

Peter