Rechnung/Mahnung - Rechnung [T2020032000HCS010Z65569845]

[dinceralkac]

Hello Vodadone team, 

I have received the following answer after several days. That's why I log it here once more not knowing a clue why would it be solved here rather than customer service.

I would like to know why I am charged an extra for an unknown tariff begin in March?
I have already subscribed to a 24-month period. Could you kindly explain this?

Customer number: 732xxxxxx
The article definition:
Proportionate billing beginning of standard tariff:
Red Internet & Phone
200 Cable
25.03.20-31.03.20 1 7.5882 19% 9.03

Thanks in advance ...

------------------------------------------------------------------

Dear Mr. Axxxx,

You can reach our English-speaking colleagues at forum. vodafone .de . They are happy to take care of your concerns. Simply create a new thread for your topic and have a little patience. Thank you very much. 

We wish you a nice day and stay healthy.

Your voice is important to Vodafone . If you are invited to a survey, we look forward to your participation. I am curious to see how you rate my processing. Thank you very much.  

Kind regards,
your Vodafone team 

File 1: 2020-03-16_Internet_Telefon_ Rechnung.pdf
File 2:
File 3:

Text Block:

Message:
Hello,

I would like to know why I am charged of extra for to unknown tariff begin in March?
I have already subscribed to a 24-month period. Could you kindly explain this?

The article definition:
Proportionate billing start of standard tariff:
Red Internet & Phone
200 Cable
25.03.20-31.03.20 1 7.5882 19% 9.03

Best regards,
Dincer Axxx

Edit: Removed personal data - please don't post personal data here as they are visible to the public!

[reneromann]

This looks like either you changed your tariff -or- the price of your tariff changed due to discounts running out.

You would then be charged for the proportionate of the old tariff price multiplied by the time until the price/tariff change happened and for the proportionate of the new price/tariff from the change date on.

So it seems you switched to the 200 MBit/s plan (or you had it and discounts were running out) on Mar 25th.

[dinceralkac]

Hi,

I haven't changed to any tariff and I was already using 200Mbit, and that contract with discounts was for 24 months. Please kindly check your end to confirm, while you are not suggesting to expose confidential data here.

 Best,

DA

[reneromann]

Just to make a few things clear:

a) English support is only grated on a best effort base - as the sole contractual language is German.

b) This is a moderated customers-help-customers forum - as I'm not employee for Vodafone, I have no possibility to check your record; my answers here only rely on the facts that you have posted.

To come back to your case:

Usually this kind of invoice position is only there if there has been either a tariff change (e.g. switching from a 100 MBit/s plan to a 200 MBit/s plan -OR- switching from an older 200 MBit/s tariff to a newer one) -OR- if discounts run out or don't apply anymore.

So in your case, it could be that an initial discount has run out, e.g. that the first 3/6/12/24 months of the reduced price have ended and you're now on the unreduced list price. In that case, you'd find your monthly base fee split up into two parts - one part for the first half until the price change applies and the second part for the rest of the month.

[dinceralkac]

Hello, 

Thanks for your input and help. Now, I understood that this is a community forum. However, as you can see from my backlog, I have been forwarded here by customer service and I am not looking for answers from a community member rather one from Vodafone itself based on their suggestions. So, I kindly ask you to stop making assumptions, as the real data should be monitored first by Vodafone officials. 

Regards,

DA

[reneromann]

The problem is: This forum here is NOT an official way to contact Vodafone and thus there is only little official staff around here. Their main work here is to keep the community nice and clean - however it's NOT their primary work to focus on single user concerns. They may do so - but it might take time.

And as I already pointed out - official support is given only in German (thus you were redirected here, as customers may help you with general concerns and questions in understanding your invoices) - other languages are only done on a best-effort base (which could also mean that there is no official support at all).

Anyhow - you might upload a screenshot of the lower part of your invoice with blacked out personal data (no customer numbers, no names - only the tariff names and dates as well as the base prices), so that we may guide you through your invoice.

Next thing: When have you signed your contract? Is it possible that it was that 1 or 2 years ago? Or were you informed about a price change recently?

[dinceralkac]

Hi again,

I haven't been informed about a price change and it is right that 1 year period has passed for my 24 months long contract. Just for the information, looking several times to binding rules, it says "as long as I continue with the tariff, the discount remains" for the period. No indications that it would last for 1 year. So, I suspect there is either a miscalculation or a change in tariff without my confirmation.

Best

DA

[reneromann · Accepted solution]

I think we're getting closer to what happened: May it be that you had an initial price of 19.99 € for the first year with a downgrade option after that first year, so that you stay on a similar price if you downgrade your speed but that the price will increase if you stay at the higher speed?

In that case - if you stay at the higher speed - you'd have exactly those two lines that I mentioned before:

One line containing the monthly base price of the proportional 19,99 € - in your case anything around 15.48 € (24 days out of 31 days times 19.99 €)

-AND-

A second line containing the monthly base price of the proportional 39.99 € - in your case anything around 9,03 € (7 days out of 31 days times 39.99 €)

This would perfectly fit the price list from last year:

According to it, you'd have to pay 19.99 € for the first 12 months (which were obviously over now) and then step up to the (final) price of 39.99 €...

[Tina]

Hello dinceralkac,

I concur with reneromann's suspicions. Did you look in your order confirmation? What does it say about your tariff price?

Best regards

Tina