Double Billiing

[Izziboi]

Hello, my name is XXX. I am a customer of Vodafone Kabel Deutschland. I made a contract for a Vodafone WIFI box in October 2019. In December 2019 when I was moving to my present accommodation, a Vodafone Customer Care Representative advised me to return the WIFI box and get a new one which was on a promotion offer. I returned it and got the new WIFI box, which I am still using up till now. They entered me into another contract promising to cancel the first one. The problem now is that they failed to close the first contract and so they are biiling me from both contract accounts. Please I want this problem resolved. I have called several units and they have kept referring me to another unit, giving me a different phone number to call and it is a big difficulty for me to call through because I don't understand Deutsch yet. I want the money deducted in connection with the first contract account refunded and the contract closed.

Thank you.

Etu

Edit: please don't post personal information like for example your complete name in public. If neccessary a moderator will request a private message with further information. Best regards Andre

[Thomas]

Hi Izziboi,

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

[Jens-K]

@Izziboi Stop opening a new thread every minute and send Thomas the required data via private message. Every new thread will be moved to the archive without further notice. 

[Izziboi]

I have two accounts and the first one was supposed to be closed in December 2019 but it was not closed. Right now Vodafone is billing me from the two accounts and I want the first account closed and the money deducted in connection with it refunded.

Thank you.

[Thomas]

Hi Izziboi,

there is no notification of relocation. The new contract was made online, is that correct or did you have telephone contact? So at the moment I can only offer to terminate the second contract immediately. Unfortunately costs cannot be refunded.

Regards

Thomas

[Izziboi]

Dear moderator,

Thank you for at least deciding to close the first account. Please remember that it is the first account with customer number ***, that I want closed.

Now, according to information on your website, notice of relocation can be done via chat window and that was what I did. So, I don't think that should constitute a problem against me.

Secondly, I did the first contract online and did the second over phone, which Vodafone allows. That is not supposed to be a problem from me either.
Thirdly, telling me that the money deducted illegally from my account cannot be refunded sounds to me like armed robbery - using your platform as your arm to rob me of my hard-earned money. Please give me convincing reasons why the money should not be refunded because you've seen that I was billed double; or are you saying that I wasn't billed double?
I returned the first WIFI box on 4th December 2019 and you people were supposed to close the first account but you failed to do so. On what basis then, would you deduct my money and refuse to refund me? Was I the one to close the account? Does it mean you have the powers to arbitrarily enter people into several contracts without closing the previous ones and then you start deducting their money as you wish, only to wake up one day after the person has complained and tell him "unfortunately charges cannot be refunded "? How did you come about such powers?
Anyway, I will be waiting for your explanation before I decide on the next action to take.

Etu

[Thomas]

Hi Izziboi,

if you move, the existing contract is taken with you. Simply signing a new one makes no sense. If the move was not properly reported and we only find out about it now, we have absolutely no possibility to refund anything retroactively.Do you have a proof that the move was officially announced? If so, you can send it to me in a private message.

Regards

Thomas

[Izziboi]

Unfortunately you are now talking about proof of move just now. When I applied for the contract, I was told to simply contact the customer care reps on their chat window, if I want to move. This was exactly what I did. So since there was no record of that, let it be.

Now may I know the official thing to do if I want to change my tariff such that I can keep proof with me?

Waiting.

Thank you.

[Thomas]

Hi Izziboi,

what kind of chat do you mean? We have a clear procedure for a move and even offer an online service for this. There everything is recorded and stored accordingly. Currently, the situation is different. We have 2 contracts at different addresses without information about a move.

Regards

Thomas

[Izziboi]

May I know the official thing to do if I want to change my tariff such that I can keep proof with me?

Waiting.

Thank you.