Could I ask anybody from Vodafone in English about some details of my contract?

[RedFalcon]

Hi everyone, 

Sorry for writing in English, but I have lost hope to solve my problem in German or, at least, to be understood clearly. 

I have changed my provider from Telekom Deutschland (TD) to Vodafone both internet and TV services . My TD contract was cancelled on July 27 and was paid till July 2019.

My new contract, from Vodafone Red Internet&Phone 400 Cable,  I signed on January 17.

I did it in advance( now I regret about it) only due to getting the assurances from a Vodafone agent that I would not need to pay both contracts and that Vodafone would start charging my bank account after cancelling TD's one only.  Next days I received another assurance in the letter from Vodafone: "7. Überschneiden sich Ihre beiden Verträge, zahlen Sie bei uns bis zu 12 Monate keinen monatlichen Basispreis".

I understood (and now understand the same way) it I wouldn't have to pay any Vodafone's invoices till August.

The same I was told by your Customer Service, where I called after my account was charged by Vodafone first time. Your representative assured me that was a mistake and there would be no more invoices before August.

After charging me three months I went in April to Vodafone office, explained the situation and was told once more that were the mistakes and I shouldn't be charged. A very friendly girl was calling for a long time and tried to find out what went wrong and how to fix it. I really grateful her, she looked like a only person who tried solve the problem! Finally she told that paid amount would be refunded in short time. 

I was really pleased some time. Especially from not having invoices in May.

In July my bank account was charged once more and since has been charged regularly for the same sums (13.98+34.73). 

Of course, I found refunding in "MeinVodafone" page on your website. It was total in 86.58 (about 30% from total I paid extra) euro and this amount was used to close May's invoice and a part from June's. Another 180 euro I haven't received.
I have tried call and write and chat on the topic and every time I usually get answer like "Your problem was solved! The sum 86.58 was returned to you. You can see it in your invoices."  Nothing about full refunding and something about separated invoices. It looks like people sharply stopped to understand me.

Sorry for long story, believe me I shortened it. I hate such writing, I am tired from this too.

Nevertheless, I would like to know whether it was some mistake on your (or my) side or I was a little bit tricked by such a respected company.
I still believe that's a mistake.

Mit freundlichem Grüß / My best wishes
Stepan

[Grit]

Hello Stepan,

You can only participate in the remaining term program if you order a number port with the old provider. Only then do you not have to pay the fees for the Vodafone contract for the period of the double charge. With the order to take your telephone number with you, Vodafone also terminates the contract with your old provider.

Hence my question: Did you order the number portability via Vodafone at the beginning of the contract?

Regards Grit

[RedFalcon]

Hi Grit,

Thanks a lot for your answer.

I did everything that proposed Vodafone agent and signed all papers, including procedure of cancelling my contract from Telecom D.

About landline number: I didn't order portability the number, only because I didn't use it and didn't plan to use it in future. Since cancel my contract with Telecom Deutchland I haven't had any number for landline.

I had asked a Vodafone specialist before I filled up the paper with data for it - "How do I need to fill up the paper in case I don't use any landline?".  The answer was - "You don't need to write anything. It's OK"

I mean I could take a new number from Vodafone or transfer old number if it's an important condition and so on. It wasn't matter to me. In case I knew about such followed consequences, of course, I would order the portability.

How should I have acted in this situation?

Best wishes

Stepan

[Grit]

Hello Stepan,

rhe remaining time program is linked to the number portability. If you have not applied for this, it is clear that there was no waiver of the basic charges of our connection.

Regards

Grit

[RedFalcon]

Hi Grit

Of course, I did not order any portability number.

It was a Vodafone agent who recommended me:

- not to order a portability number, as you did not use one,

- starting a new contract in advance for six months.

I entrusted the knowledge of the procedure for changing all services from one supplier to another Vodafone staff and was sure that everything would be fine, fast and clear. With the best for me and my valet. That was what I expected to start my relationship with Vodafone.

Now the situation really annoys me since my “bonus” is minus 180 euros.

How could I make it clear to Vodafone Customer Service that it is not a good idea when the recommendations from Vodafone agents are wrong, but it is I who has to pay for that?

Viele grüße

Stepan

[Thomas]

Hi Stepan,

it's clearly annoying that you haven't been properly informed. We can still ask you to take your phone number with us. Have you already cancelled the contract with your old provider? If so, when does it end?

Regards

Thomas

[RedFalcon]

Hi Thomas,

>Have you already cancelled the contract with your old provider? If so, when does it end?

Yes, my contract with Telekom Deutschland was terminated in July. The cancellation procedure was performed by Vodafone and I received a letter from TD as confirmation.

> We can still ask you to take your phone number with us.

Could it solve the problem?  OK, how can we do it?

Best wishes

Stepan

[Thomas]

Hi RedFalcon,

i don't think that changes the situation at all. If the contract is already terminated and the call number has not been ordered to be taken with you as early as January. Unfortunately, we can no longer credit anything afterwards.

Regards

Thomas