Moved apartment and paid 2 connections for 1 year

[plex1125]

Good Morning,

On January 2019 i moved to a new apartment after having 1 year of vodafone Kabel. Due to availability i had to switch to Vodafone DSL and ectended the contract for 2 more years. Nevertheless from January 2019 to December 2019 i was paying two bills, both for Kabel and DSL. Vodafone should have cancleed my Kabel copntract automaticaly and didn't do it. I have tried contacting Vodafone multiple times over the last year but although they realize that i have paid 2 contracts for alomost one year, customer service always hang up the phone before providing a soltion fpr refunding the amount.

I would really appreciate if I could get this issue sorted.

Many thanks.

[reneromann]

The primary question is: Have you informed Vodafone about the move AND did you provide official proof that you finally have moved, e.g. a copy of your relocation notice ("Ummeldebescheinigung")?

If you have NOT informed Vodafone about the move, they won't cancel any contract automatically as they don't know about your move (even if you made a new contract for a new location - as you may also want to have two contracts for two flats if you use both, e.g. one next to your work place and one with your family).

Same applies if you missed to provide the official proof of your relocation - in this case your cancellation request will be processed as regular cancellation to the end of the contractual term as the terms of the telecommunication laws require you to provide proof of your relocation.

And I doubt it's far too late to get back the money right now - as too many time has passed until now.

[plex1125]

Hi,

I am sorry to say but i do not see much sense on yours above. I did not do a request for a new connection when i moved apartments, i did a request for moving my existing connection to the new apartment. Hence once my new connection activated i have send back the old router as requested. That menas that Vodafone was fully aware that i moved and not using my old connection.

I have tried several times to resolve this by phone, mainly with assistance from colleagues and friends as i do not speak German, and every time after Vodafone informed me that they indeed forgot to cancel my old contract they eventually trying to redirect to someone else and they hang up. I have tried more than 10 times by phone, i have send a FAX and lately an email which they informed to submit my issue to this forum. Vodafone has been avoiding solving my issue for a year now so yours above that is too late is not faur at all. Since Vodafone as the one that forgot to cancel my contract i should not be the one to pay for their mistakes.

[Stephan]

Hi plex1125,

I'd like to have a closer look on that.

Please send me a private message with the following information:

your name

your address (old & new)

date of birth

your customer number (old & new)

the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

[plex1125]

Hi Stephan,

Private message have been send accordingly.

Many thanks

[Stephan]

Hi plex1125,

thanks for the dm.

You only informed us in December 2019 that you had moved and had a new contract. The cable contract was then terminated in December 10th 2019.

Unfortunately there is nothing more I can do for you.

Regards

Stephan

[reneromann]

Just to be precise: Only ordering a new line to a new address and sending back the old device is NOT sufficient. It would've been up to you to report a move - then Vodafone checks if the contract can be fullfilled at the new address and if not, cancels the old contract and/or recommends a switch from cable to DSL. And only in that case, the contract will be terminated with the 3 months notice period.

If you feel that you did so, it's up to you to provide (written) proof of the reception receipt of your movement notice back from begin of last year.

[plex1125]

I apologise but i am bit confused.

what i did at the time was a request to move my connection to a new adress and not start a new contract since i had my old one only for 1 year and the contract was 2 years. Due to the fact that there was no Kabel to the new adress according to Vodafone they switched me to DSL.

I still do not understand why i had to cancel the contract since the only think i requested was just to move the existing one at the time.

Not sure what kind of "proof" you need as the request to move was made online and you should have it on your system.

[Stephan]

Hi plex1125,

unfortunately I can't confirm anything you write. There is no move notice from you for your cable contract. The first written notification is from December 2019.

Due to this notification the cable contract was immediately terminated.

Regards

Stephan

[plex1125]

Hi Stephan,

I have called Vodafone support numerous times over the last year and every time i had to ask someone that speaks German to do it for me and no one told me what you are telling me now. Every time they were telling me that they forgot to cancel the old contract and they had to redirect me to someone else and then just hang up. 

All that you had said so far seems like excuses in order not to return my money back. 

What it seems actually happened is that i did a request for moving and your colleague took the initiative to create a new contract instead of moving the existing one and did not cancel the old one as he should have and now this cost me almost 450 Euro. Meaning that i paid all these money for your colleague's mistake.

I do now realise that it doesn't matter what i say, i will never get my money back!

Thanks for not helping me and making me realise that i should have never made a contract with Vodafone on the first place.