Paying extra costs despite cancellation

[Gasquet]

Hello, 

I have a Vodafone KabelDeutschland internet connection. When getting the contract, I was informed about the "Sicherheitspaket" add on which I need to cancel (Free for first 2 months, then 3.99 a month). The Vodafone store I got the contract from sent a fax for me (with my signature) to vodafone Erfurt to cancel the same. They gave me  a copy of that letter, and a proof of the fax, and said that it should now be cancelled. However, I am still being charged for the "Sicherheitspaket".

I tried calling customer service multiple times, but could never get someone who spoke English. 
I went to the Vodafone store that I mentioned above, and they said "We're too busy, come back later" 

Not sure what to do now.

(PS Sorry for the multiple edits)

[Thomas]

Hi Gasquet,

I'll take a look at this. Please send me your customer number, name and address in a private message. Then reply here again.

Regards

Thomas

[Gasquet]

Hi Thomas, 

I have sent a private message to you

[Lars · Accepted solution]

Hello Gasquet,

the cancellation was sent to a fax number I don't know.

I've processed the cancellation now, written confirmation is on its way. I have arranged for the fees for the period to be credited to my account. You will find these on the next invoice.

As soon as you've checked everything, please give me some feedback.

Best regards

Lars

[Gasquet]

Thanks Thomas and Lars for looking into the matter.

I will post back here once I receive my next invoice.

[Thomas]

Hi Gasquet,

yes, please do that.

Regards

Thomas

[Gasquet]

Just writing to confirm that my latest invoice has included the refund of the extra costs.

Thanks to Lars and Thomas.

[Stephan]

Hi Gasquet,

thank you for your feedback.

Since that settles your matter, I'll close this thread.

Regards

Stephan