Help needed with cancellation

[ThomasGheysen]

Hello, 

tltr: We were supposed to have an early cancellation but the contract is still running. We would love to have it fixed as soon as possible.

Apologies for writing in English, my German is simply not good enough to express my situation.

I was a client with Vodafone (CableMax) but there were numerous issues with the service (basically within the first 3 months, we only had relatively stable internet for about 1 week and a half). There were numerous disconnection or even weeks without any internet. We obviously contacted the support who told us that there was nothing they could do, we just had to be patient. We tried it but saying there was no improvement, we decided to use our right to cancellation because Vodafone simply wasn't able to provide the service we were paying for, it happens and it should have ended there. We called, explained the situation (probably got lucky and found someone that was able to speak English, no luck since then) and it was verbally agreed that Vodafone would cancel our contract (at not extra cost). We even were told we would be refunded for 2 months. 

Sadly, the contract was not properly terminated and we still have to pay every month for a service we don't have until 2022. 

We of course contacted Vodafone again, involved a German speaker, the situation was supposedly clarified, we received an email telling us that we would "exceptionally" be granted our early release, we just had to send a letter, which we did. We were also told we would not be paying furthermore. Despite that, Vodafone still tried to take the monthly payment (which I blocked) and the reply we received still mentioned 2022 as the end date. We sent back another letter for which we still haven't received a reply. 

Overall this situation has dragged for about 3 months, I would love for a Vodafone English speaker Employee to help us out terminate this situation and get the "refunds" promised.

I can provide documents if needed. I have an added question, as I saw I have a "Sicherheitspaket" included (which I asked not to have), will that be removed as well with the full termination or do I need to do a separate cancellation for this?

[Nancy]

Hello ThomasGheysen,

sorry you are having problems with your connection. Are you already in contact with our complaint management because of the premature termination of your contract? In your other thread you did not contact us at that time to check your connection.

You can also cancel your security package earlier, otherwise it will be cancelled at the end of your contract when you have cancelled.

Best regards
Nancy

[ThomasGheysen]

Hello Nancy, 

Thank you for your reply. 

Following that old thread, we lost our connexion entirely, we called the support and they told us they knew about the issue but could not know when it would be fixed. As it happened numerous times and we never had a proper connexion from the start, we decided to invoke the early cancellation (mentioned in the contract). 

I am still in need of assistance, despite receiving the letter of early resignation from Vodafone (and replying to it), we haven't seen any changes. Could you check on your end to finally terminate the contract, as proposed and agreed to? It would be very helpful of you and quite frankly it would restore a bit of my faith in Vodafone. 

I would like the contract termination to be updated to the time it was agreed upon (not in 2022) and the last bills to be cancelled as well. Can you help me with that, please?

[Lars]

Hi ThomasGheysen,

we can take a look at it in the system if you like.

Please send me your customer number, name, date of birth and address by private message. Write here briefly in the post when you have sent the PM.

Best regards

Lars