Double billed by Kabel Deutschland

[Karan]

Hi,

I have been trying to solve this situation over many months by being repeatedly in contact with customer care and beschwerdemanagement but it seems to have no end. 

I signed a contract at the Vodafone shop at Marientplatz for internet beginning of December 2016. After a month of waiting and calling, I was told that my contract had been cancelled and I had to sign a new one. 

The second contract worked fine till I noticed I was being double charged. I tried to get the wrong payment (the initial account which had been cancelled) removed but received no replies via post or over emails. So, I cancelled the payment of the wrong account and started getting letters immediately that I was being fined for cancelling payment. 

Over the course of many letters and visit to the shop, the situation is now still very far from being resolved. After having been promised repeatedly that the "fine" would be held back till the situation is solved, I just received a letter from infoscoremanagement asking for about 500€! (for two month worth of cancellation charges)

Not only I did not receive my money back (from the double payment), I am also being forced to pay a fine which doesn't make sense as it is for a cancelled contract. The employees at the shop have been very helpful and ensuring that it is the company's fault but to no awail as most of the time the beschwerdemanagement doesn't pick up their calls! 

So, can you please suggest a way forward because the situation makes no sense and I do not know who to contact further.

Old account (which I call wrong above): ***

New accout (which Vodafone cancelled about a month AFTER I had cancelled the old one and refunded me 13 euros against the double payment of 12 months which would amount to about 270 euros): ***

Regards

EDIT: @Karan customer data deleted due privacy protection and thread moved to cable

[MasterScorpion]

If the complaint management was involved nobody can help you here anymore.

[Tina]

Hello Karan,

welcome to our community. Nice to see you. I can't promise I can help you. It's been a few months now.  

Obviously the first contract has not been cancelled. Did you find out in the shop why you were told that? Did you get a written confirmation.

Best regards

Tina

[Karan]

Hi Tina,

Thank you for your reply. 

I was told first via telephone when I called the Vodafone customer service that the contract had been cancelled following which I went to the shop.

They confirmed the same. When I inquired about the reasons for that, they said that it was 'company policy' not to elaborate further as they were not allowed to.

Following which the next contract was signed. That was been the problem why the beschwerdemanagement don't pick up the phone calls now from the customer care service at the shop because the representatives ask why were they told that the first contract had been cancelled (which they were told earlier due to which we had to sign a new one) and as you can predict, there is no answer to that.

No I do not have anything saying the old contract has been cancelled (which I should have gotten in retrospect but it is just very bizzare that something like this might happen). I can go to the shop and get a document stating that they were told that the old one was cancelled due to which we had to sign a new one.

Does that help?

The major problem is that now there is a 'fine' which doesn't make sense as one of the accounts (the new one) was still being charged at that time and I was told that they will stop the process till everything is clear.

Regards,

Karan

[Stephan]

Hi Karan

Please send me a private message with the following information:

your name

your address

your customer number

the link of this thread

Please reply here when you have sent the private message. We'll have a look, but if the Complaints Department is already busy with your request, we may not be able to do anything for you.

Regards

Stephan

[Karan]

Hi Stephan,

Sent you a message 🙂

Regards,

Karan

[Stephan · Accepted solution]

Hi Karan,

Unfortunately, there's not much we can do for you here. The complaint management has already dealt with your request and has already replied to you several times in writing.

The claim for collection was withdrawn on instruction of the complaint management. You have already received a written answer.

The case was closed with these letters to The Complaints Management. There is nothing we can do for you here in the forum.

Regards

Stephan

[Karan]

Hi Stephan,

That is very welcoming to hear!

Unfortunately I haven't received any letters saying that the claim for collection has been withdrawn. I just have been receinving threatning letters from inkasso with the last one demanding a payment of 500 euros till 15th of July or face a lawsuit.

If the complaint has been withdrawn, then thank you for informing me of this development. 

Once again, I thank you for your interest and all the help that you were able to provide.

Warm regards,

Karan

[Lars]

Hi Karan,

the letter was only created on 12.07.18. So you should receive the letter within the next few days.

Best regards

Lars

[imsalehmuhammad]

Hi ,

I have been trying to solve a similar issue but its also no coming to an end.
So i signed a contract at the Vodafone shop at Marienplatz for internet beginning of January 2019. After few days visited again the shop to change my address because I got a new apartment and I wanted the internet connection there instead of old apartment. I was told that they have to cancel my contract and i have a sign a new one. They also said by cancelling the contract the appointment with the technician will also be cancelled.

Surprisingly i got Modem Box with old contract number on it and the technician also came on the first appointment date. Next day i visited shop the manager said that was his fault and he will cancel one of my contract because both have the same address and it never happened.

Im just getting double charged from months for no reason. Can i refund the extra charges or can i get some credit.

I hope you guys can help me with this issue.

Thanks

Regards