(English) Cable Contract not cancelled after leaving Germany

[MarcusM1]

Hello,

Before leaving Germany, I printed and mailed all of the required documents to Vodafone in order to cancel my service. I wrote the cover letter request in English, 22 days ago, and today I received a letter from Vodafone, written in English, saying that they did not understand the request, so now the service still has not been cancelled!

This is really an absurd and nasty situation! What's worse is this correspondence took 22 days to happen! 

Please allow me to cancel my cable internet service!

[reneromann]

The problem is: Contractual language is German, not English.

A letter written in English is not having any relevance for your internet contract as it is written in the wrong language.

And of course, it may take some time until a letter is processed. Keep in mind that the "usual" postal service may take some days in order to deliver your letter - same the other way 'round. And there were some bank holidays...

[MarcusM1]

The envelope I sent contained a German "Abmeldung eines Wohnsitzes" - you'd think that would be easy enough to understand. 

Is there a customer service person here who can help me officially cancel my cable service electronically? I'm not too confident in the 22+ day postage service speed.

[Grit]

Hello Marcus,

did you include a deregistration from Germany?

I'd like to check it out. Send me a private message with your name, your old and new address, your customer number and the link to your thread. Then contact us again here.

Regards

Grit

[MarcusM1]

Hello Grit, yes, I mailed the deregistration document from Germany. I've sent you the information via personal message.

Regards. 

[Grit]

Hello Marcus,

i can't see an entry for the logout from Germany in your customer data. Please send me the document by private message, I will finish the cancellation. Please note that this will be in accordance with the Telecommunications Act (relocation + 3 months).

Regards

Grit

[MarcusM1]

Abmeldung copy sent via personal message.

[Grit]

Hello Marcus,

i have terminated my employment under the Telecommunications Act as of August 31, 2018. To calculate the date, I have taken your first cancellation from 08.05.2018. The confirmation will be sent by post to your new address.

Regards

Grit