June invoice debited twice Payment/Rechnung

[Pereira]

Hello 

Payment/Rechnung ***.  Why was the amount taken twice? We normally pay 39.98 Euros per month, but on 22nd June 60.98 Euros was debited. Please explain why was this done. 

Thank you

Christaline Pereira

[Stephan]

Hi Pereira,

welcome here in our Community.

Have you looked at the invoice for this charge yet? It should list exactly what was charged.

Did you order something or have you moved? There are often one-off lump sums involved if something has been changed in the contract.

Regards

Stephan

[Pereira]

Hello Stefan,  I am sure you can see as an Vodafone employee why I am charged extra.  Unfortunately.. I do not speak German and so had to wait till I get help from my colleage.

I was charged for Red Internet and Phone 500 cable which I did not order.  Why was I not notified about starting this service automatically.  I am new to this country and unaware.  Please reverse the June charges

Please cancel this services as I DO NOT NEED IT.  I have not used it... 

I am extremely dissappointed with Vodafone services.  I need a quick reply and confirmation that this Red Internet and Phone 500 cable is cancelled and will not be billed anymore

[Pereira]

Please explain to me why I am seeing double charges on my invoices

[Pereira]

Can someone call me.  I am trying to call the tollfree number and it is again all recording in Deutsch which I am not able to understand.. 

My telephone number is ***

Edit: Mobile number deleted

[Stephan]

Hi Pereira,

please don't post you mobile phone number in a public forum.

I don't have any customer data from you, so I can't see what is charged. Since you already know that the charge is for an internet contract, you should have received an order confirmation and a router.

For a closer look I need some information from you. Please send me a private message with the following information:

your name

your address

date of birth

your customer number

the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

[Stephan]

Hi Pereira,

thankk you for your pm.

The last invoice already includes the regular price of your internet connection. You got this connection in the first year 30,- Euro cheaper. The first year is now over and on June 13th your tariff is now 49,99 Euro.

That the price will increase in the second year of the contract is also stated in your order confirmation of June 2019.

Regards

Stephan

[Pereira]

Hello Stefan,

Thanks for your reply. As you mentioned from June 13th my tariff is now 49,99 Euro.  However I was charged 60.98 Euro.  So why was I charged extra?

Thanks,

Christaline 

[strg-alt]

By the way, maybe you can downgrade your contract to a lower tariff after 12 months. This might be an option as well (if included in your contract).

[Stephan]

Hi Pereira,

then please also take a look in your invoices. Besides the Internet contract, you also have a contract for television.

Both contracts are from June 2019 and are stated in the same order confirmation.

Regards

Stephan