Extra charge for unreported moving service

[Hairy_Cat]

Dear Sir or Madam,

On 29th Nov I received an invoice which includes a 39.99 Euro for "Bearbeitungsgebühr Umzug". I think that might be a fee for moving service.

However, I have never requested a moving service or any other services. The last time I contacted Vodafone is to inform you to terminate my contract on 31st, July 2019.

On 14th, October, I received a phone call from the Vodafone technique service to help me move and install my internet which I never requested. I told them I never request this service. Then they canceled the service ticket. Today (29th, Nov 2019) I received the invoice with the 39.99 Euro extra fee for "Bearbeitungsgebühr Umzug". I am writing to ask how this fee is included in my invoice?

By the way, I requested the termination of my contract which should end on 09th, Nov 2019 on 31st, July 2019. And also I have already returned the WLAN router on 10th, Nov 2019 and got the received confirmation email from Vodafone on 13rd, Nov 2019.

Looking forward to your reply.

Thanks.

Best,

Hairy_Cat

[Stephan]

Hi Hairy_Cat,

let's have a look on that. Please send me a private message with the following information:

your name

your address

date of birth

your customer number

the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

[Hairy_Cat]

Dear Stephan,

I just sent you a private message which contains the required information.

Please help to check.

Thanks.

Best,

Hairy_Cat

[Stephan]

Hi Hairy_Cat,

thanks for the pm.

I can see, what went wrong. Unfortunately one of my colleagues made a mistake in October. He or she has inadvertently processed a move for your contract that was commissioned by another customer.

I will order the crediting of this fee for you. This credit will then be transferred to your account during the month.

Regards

Stephan

[Hairy_Cat]

Hi Stephan

Thanks a lot for your help!

I want to ensure what the credit means. Whether is it a refund back to my bank account, or the Vodafone credit applying to the Vodafone product only? Because I have already terminated the Vodafone contract and no further charge will be made.

Best,

Hairy_Cat

[Nancy · Accepted solution]

Hello Hairy_Cat,

the removal fee will first be credited to your customer account and then transferred to your bank account. Sorry again for the inconvenience.

Best regards

Nancy