Issues with bill

[Shwethas]

This is with regards to my internet connection - 

1) In December '20 I have been charged an extra 96.99 Euros for service fees. Can you help me understand what this is. I had a technician come in since the internet did not work, I should not be asked to pay when the service from Vodafone does not work. The customer agent told me that it was a free service since the internet was not working.

(2) What is the extra 'Mobile & Euro-Flat plus' charge for 9.74 euros? I don't understand what this is.

(3) What is the extra 'Sicherheitspaket 2er Lizenz' for 3.89 euros? I have not asked for it.

Additonally I had requested a move of my contract to My husband's account (since he has a Vodafone family phone contract). I submitted all my details over 3 months back and I still have not received any feedback/confirmaton, 

[Tina]

Hello Shwethas,

for a closer look send me the following informations in a private message:

full name

date of birth

address

customer number

Please reply here when you have sent the private message.

Best regards

Tina

[Tina]

Hello @Shwethas,

the technician's visit was charged. The technician could not detect any problem on site. According to your statement, the connection also worked again.

The gigakombi benefits were also booked with the tariffchange in september 2020. The flat rate is free of charge with an authorized mobile contract. In mid-November, a check revealed that there was no authorized mobile contract. The flat rate is therefore subject to a charge. It can be canceled at any time.

He security package is antivirus software. You have had the subscription since July 2016.

Best regards

Tina

[Shwethas]

Hi Tina, 

Thanks for your response. We were informed that technician was free because the connection wasn't working as intended. We also called three times to cancel the technician (24 hours prior to appointment) and were still informed that it was free. Its hard to understand why there is a disconnect between what is charged and what is communicated. Doesn't make very good customer experience. 

Shwetha

[Tina]

Hello Shwethas,

the indication of costs incurred should, of course, be given in the conversation. After consulting with our complaints management, we will accommodate you. The amount will be refunded. You will see it on one of the next two invoices.

Best regards

Tina