Giga app Tv

[dailos]

Hi,

Last december we phoned the customer service in order to disable some kind of security package coming in our bills. What we found later was interesting, the girl at the phone didn't disable the security package, and in addition he enable some kind of giga app tv (no idea what is that).

We cancelled both later, but now we have to pay that giga app tv til the end of this year.

There is no contract signed, not voice record or prove we ask her anything relate with apps or tv.

Can you cancel the item NOW and give us back the substracted amount. In addition, can you check the voice record and see what's going on with your employees?

Thanks in advance.

Best

Dailos

[Thomas]

Hi dailos,

let's take a look. Send me your customer number, name, date of birth and address in a private message.

Then reply again here in the post.

Regards

Thomas

[dailos]

Hi Thomas,

PM sent,

Thank you for taking care, waiting for your reply and the resolution of this topic

Best

Dailos

[Thomas]

Hi dailos,

i've been watching this. The contract for the TV App was concluded on 06.12.2018 in a shop, together with a tariff change for the Internet & Phone tariff. So the hotline has nothing to do with it.

Were you in a shop and signed contracts there? In this case we can't do anything. Contracts from the trade cannot be revoked.

Regards

Thomas

[dailos]

Hi Thomas,

In a shop?.

Of course not!, we have the same tariff as always, 400mb cable connection, We started this cable connection in June I think. we have no mobile contract with Vodafone (we are O2 customers) and I don't know if we have landline or not, but we are not using (we don't have phone in our home).

I think there is a big mistake here with the order, problably another customer order was assigned to me.

I know I didn't visit a shop in december 6 (Thursday??? I was at the office for sure). The interaction I had with Vodafone was via phone with the customer service in December.

The only interaction I had with the vodaphone shop was around end of January of February when I didn't trust anymore the phone customer service and because the already charged something into my account.

Can you get the contract they said we signed? Please provide a copy. 

Thank you for your help Thomas

[dailos]

Sorry, I wrote 400mb, we have 500mb, typo mistake.

[dailos]

Hi Thomas,

I happy to say Vodafone just called us, and they will cancel the contract with this giga app tv and return the money. 

This is because before writting in this forum we sent a letter to Vodafone, and that was the response to the letter.

Somehow the trust in Vodafone is restored, probably we will even move our mobile contracts with you guys.

Please don't close the topic until we get a letter with the confirmation everything is ok. I will let you know.

Have a nice day.

Dailos

[Thomas]

Hi dailos,

our colleagues from complaint management have terminated the contract and the confirmation is on its way to you. We will then wait for your feedback.

Regards

Thomas

[dailos]

Hi Thomas

They cancelled the contract for Giga App TV, in mein Vodafone website I can see how they are invoicing the right amount (19,99)

But now things got really really bad, they are charging to my account the right amount (19,99) PLUS the old wrong amount (33,97). 

• 19,99 charge matchs with mein vodafone profile information and the bank charge shows with my customer number (Endind in 43)
• 33,97 is nowhere in my mein vodaone profile and ther bank charge shows customer id ending in 54, I don't know ANYTHING about that contract, it is not me.

Can you check why they are sending invoice from another customer to my bank account? Can you stop doing and return the money back to my account?

Thank you very much in advance

Dailos

[Stephan]

Hi dailos,

as I can see you're already in touch with the customer service about that.

As you can see from the attachment, there have been two customer numbers for you since 2018.

The customer service colleagues have already forwarded your request regarding the second customer number. This will then be taken care of.

By the way, I deleted the attachment here because it receives personal information from you.

Regards

Stephan