English speaking support needed - 2 contracts running on the same address on the same person

[Rudolfer]

Hello and thank you for a reply, 

I was trying to find English speaking support and found advice in the forum to create a new post and wait for someone from Vodafone to reach out. There you go 

We are customers of Vodafone internet and wanted to terminate the old contract at the end of its contract period and then start a new one. 

To get the new contract we used Check24. 

While making the contract on Check24 we marked that we would like Check24 to initiate termination of the old contract on behalf of us. 

5 minutes later we received a call from Check24 asking some technical details and telling us that we can get the new contract up-and-running sooner. Sure we were up for it. 

It turns out, old contract cancelation was initiated with its normal termination date in a few months time, while new contract has been started right away. We started paying 2 bills for an internet we use in one address and that is paid by one person. 

We raised the issue with Check24 to understand where the problem is, to which they explained that the technical questions on the call were about DSL or Kabel origins of Vodafone, to which we have no knowledge. Second issue was that after getting married my last name changed. Check24 explained that because of internal differences between DSL and Kabel systems and my last name change, system found no issues (nor a second contract on the same address) and therefore made a new contract. Check24 adviced to approach Vodafone requesting cancelation of one of the contracts out of good will. 

I believe there is a small blame game going on, where each side tries to blame the other, but the end result is that I'm paying for 2 contracts

I need English speaking support as my level of German is not up to the level to explain this situation via Hotline.

Happy to send additional information via Private Message. 

Thank you very much for you,

[reneromann]

Sorry to tell, but you have to give Check24 all information about your old contract in order for them to terminate the contract in the right manner. That means:

* Full Name of the (old) contractual partner

* Old ISP name (complete name, not only "Vodafone")

* Old customer ID

* Full Address of the old contract

* Numbers of the old contract if they should be switched over to the new contract

As you did not send the right information, Check24 (and Vodafone) were not able to process the cancellation the right way - but that's neither Check24 nor Vodafones fault, it's only your fault. You should have checked the complete "old" customer data BEFORE initiating the process at Check24 portal.

By the way: You won't get the "new customer prices" as you are not new to Vodafone. In order to get the "new customer" prices, you need to be no customer at Vodafone for at least 3 months...

[Stephan]

Hi Rudolfer,

welcome to our Community.

Unfortunately, I have to say that in your case the way over check 24 was the wrong way.

Check24 cannot check how long the contracts are still running or even terminate them prematurely. The old contracts, no matter which provider, can only be terminated at the end of the term.

What we can do now is to see how long the new contract has existed and, if possible, to cancel it. Please send me a private message with the following information:

your name

your address

your customer number (old & new)

the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

[Stephan]

Hi Rudolfer,

thanks for your data. I've taken a closer look at your contracts:

Already at the end of 2016 you sent us a cancellation for your old contract. This cancellation was confirmed to you on 20.10.2018. So Check24 couldn't cancel the contract for you, because already did that by yourself.

When you ordered the new contract, you used your new surname. And this is the name in which the new contract was concluded in March 2018. The different names are another reason why you now have two contracts.

This is not the fault of Check24 or Vodafone, but is your responsibility. Sorry I have to say that, but we can't help you here.

Regards

Stephan