I cancelled 9 months ago

[Monsm23]

I am contacting you today, as since June I have been trying to cancel my internet, as I have moved out of hamburg and Germany.
I sent a letter in June stating I was no longer there, to an address that was given to me by a vodafone store. After you claimed you did not receive it the first time, I then went on to send it another time by post and 2 times by fax, also with my customer number on the new letter and was told it will be canceled by January.
I have been paying it since then, even though I have not been using it, to find out it should have been canceled 3 months after my first letter.

I was never informed that I should recieve a confirmation of termination, each ime I contacted your company and I was also never informed, it was possible to cancerl online. I was constantly told it had to be by post or fax.

I am being punished for your staff not being educated enough in their field.
I will no longer be paying it. I find it completely unacceptable that your staff do no know how to log in a request and mid lead people into paying for months. This is an unacceptable service from Vodafone. You make money by mistreating your customers and I am not the first person I know you have done this with.
Please close my account immediately and rectify the balance to € 0 for the complete injustice you have caused.

The service from this company, is unacceptable. I have been forced to pay months I shouldn't have paid.
I have been passed multiple times to the wrong department. I have had your colleagues hang up the phone while I am speaking (both in German and English).
I have been given a contact number of which no one answers. It is highly despicable that a company of your size treats people in this manner and I will be writing to european commissions about the service I have received here at Vodafone, and the fact that I was fed continuously false information in order for your company to keep receiving my money.

[MasterScorpion]

Did you get a confirmation of your cancelation ?

When you move you have to fill out a form.

https://www.vodafone.de/hilfe/alles-zum-umzug-ihrer-kabel-produkte.html

[Lars]

Hi Monsm23,

I'd like to take a look at it.

Please send me your customer number, name, date of birth and address by private message. Post a short message here in the thread as soon as you have sent the PM.

Best regards

Lars

[Monsm23]

No, I received confirmation over the phone that the employee had recieved the letter and the request was accepted. The letter was the information I received both on the phone and in store from Vodafone employees

[Monsm23]

I have sent it.

I have really been sent around in cirlces due to this situation. I managed to speak with a colleague on the phone yesterday, who told me to send proof that I have an adress in the UK and I did. However I am now being told by a different colleague that isnt enough. Everyone at Vodafone seems to have different information. I have not been using the internet for 9 months and this is clear on my account that since May it has not been used again.

I first contacted about cancelling in June. I called and then went to a store, where they called and then gave me the address and information. Since then it has been a constant hassle. Finally or at least I thought, in September an employee from Vodafone had told me that my internet cancelation ws receieved but I had to wait until January. So I am sure you can imagine my surprise, when in January, I still get sent a bill. I then contact vodafone to check and the gentleman informs me it should have been cancelled three months after I informed vodafone I had left the country. This is really not ok, I have paid multiple months for internet, I can not use.

[Grit · Accepted solution]

Hello Monsm23,

where did you send letters and faxes to? In 2019 no letter from you was received. A fax number has not been available for cab customers for a very long time. Please tell me the address to which you sent the mentioned mail.

We received the first notification of a move abroad on January 21, 2020, where the termination of the contract was immediately stopped according to the German Telecommunications Act. There are also further contacts visible, but not before. So at the moment no refund is possible. Therefore please answer my questions.

Regards

Grit

[Monsm23]

the first time, I wrote to the address below:

Vodafone GmbH

Kundenbetruung

40875, Ratingen

Germany

I later then called Vodafone and they provided another address, which I do not have as I wrote the letter on my work computer. I believe I have a copy but need to find it. At the same time the guy told me to send a fax  to a fax number he provided, to ensure my request was received. Which I sent to them while I was still on the phone.

[Stephan]

Hi Monsm23,

unfortunately that is a complete wrong address for cable customers. The postal address for cable customers is in Erfurt, as stated in all documents regarding your cable contract.

We did not receive the first correct notification about your move until January 2020.

Gruß

Stephan

[Monsm23]

So may I ask you a question? Do you thin that is acceptable for me to continue to pay for the mistakes of the employees from Vodafone? the adress given to me, was given to me by the flagship store in Hamburg.

In January, Do you know how many Vodafone employees, I had to speak to on the phone, before receiving the information that I could cancel online? 8, I spoke to 8 different employees, before receiving the correct information. One employee, even informed me that I can no cancel my contract until January 2021, regardless if I have left the country or not. Does this all seem fair to you? The only reason I even was told about this forum, is because eventually I refused to pay the outstanding balance, until then no one seemed interested in my concerns as long as they was getting my money. It's interesting, once you stop paying, a company then seems to have all the correct information. Does this all seem fair to you? I know that in Germany, the general rule is 3 month cancellation period, do you think then, that I would leave my internet to run for 11months with me paying, when I know I am leaving the country but continue to cancel the rest of my bills in Germany? I dont think anyone in there right mind would pay 11months when they are not using the internet, not unless they are told there is no other solution. I find it highly unacceptable that all the employees at Vodafone, do not know or do not follow the same protical. I don't think that things should get this far before a customer is heard and I am highly disappointed and will never use the services of Vodafone again, world wide.

I would like the to make a complaint about vodafone Germany nd would like to receive the information, of where I can mak my complaint in the highest form, to Vodafone's head office and also outside of the Vodafone team to its trade regulators. I will also be persuing other complaint platforms such as trade commission and complain about this service I have received. I know we are all humans and make mistakes, however mistake of this volume from an international company is no ok.

I called and spoke in english  and german. I had others call on my behalf and speak German to ensure it was understood and each time, I was given false informaton. intentional or not I can not answer to but unacceptable at the most.

[Lars]

Hello Monsm23,

You are welcome to contact our complaint management in Erfurt. We cannot make any other decision in this case. For this reason, I am also closing this Thead.

Best regards

Lars