Hi,
I'm an English speaker, so I hope to find here in the forum, as in the past, an help on the following issue.
A brief story (and below the long one).
A phone call proposed a never requested and accepted Internet TV contract.
TV box received and shipped back with the "retourenschein" fulfilled and within 14 days.
Currently, I'm being charged with more than 80€ for a TV service.
We wrote back a "Widerruf" and after that, we have received a letter that inform as that is not possible to close the contract.
Could someone help me to close that issue? Thank you very much.
Best,
Leonardo Tondi
Long version
My wife gets a call on April 16th, when a Vodafone operator asks her questions about our home cable connection, on a supposed technical problem.
Unfortunately, not speaking well the language, she didn't understand everything she was told, but she certainly did not accept any contract or any option.
On May 17th, we receive a Vodafone package containing a device to watch TV.
On May 22nd we go to a Vodafone shop, where together with the employee I open the package. He fulfils the "Retourenschein", following the instructions on the sheet, in the 14-day rule for immediate termination. The employee writes on the Retoureschein that the good was not ordered ("Ich habe es nicht bestellt"), putting it into the package and detaching the part to be applied to the outside. He tells us to go to any post office. We do that on the same day and we have the bill from the post office.
In June we realize that the customer service ignored our request and charged us the amount of €80.94 for this TV service. We immediately go to the same shop Vodafone, where the same employee calls the customer service confirming that there were no problems: having returned the goods within 14 days the contract would be cancelled and the sum repaid in the next bill. For security, he recommends writing a new "Widerruf", which we do on the same day (June 18th).
The written answer from the customer service is that we can not close the contract before one year. They strongly suggest that we should request the device at home since we should pay for at least one year! It does not seem to me to be a correct procedure from a legal point of view. I think rather that the package containing the Retourenschein has not even been opened.
And the most absurd thing is that we aren't currently aware of which contract we would presumably have accepted since we have not signed anything, not received any paper or confirmation or anything that clearly indicates the length, costs, terms of this TV contract. We have not been informed of anything!
I sincerely hope that the matter will be resolved as soon as possible, without resorting to the lawyer.
), we will dissolve the contract.
