Still being charged after cancelling

[brianbf79]

I came into the store, Kabel Deutschland Komptenz-Zentrum, located in Landstuhl, Germany to cancel my contract because I was leaving Germany. I cancelled on October 30, 2019. I kept on receiving bills when I was told that my contract was cancelled. I called the same store in January and was told that the contract was never cancelled. My bank account was overcharged because of this. How do I get a refund for those months that I cancelled? 

[Tina]

Hello brianbf79,

it is as I have already written.

Best regards

Tina

[brianbf79]

Thank you for clarification, but educate your sales people to pass this sort of information for people that are discontinuing service or leaving the country. I contacted Timo Winkmann numerous times by phone and email, and not once did he say I needed to go online to a moving service page.

[Tina]

If you haven't been told, it's annoying. I can only apologize for that.

Do you have any questions?

Best regards

Tina

[brianbf79]

Yes, I would like to know that I will not be charged for the last 4-5 months that I have been trying to get this solved.  I have email traffic with the sales person at the Landstuhl store for verification, where can I turn that into to cut the contract?  I also keep being pushed to use Whatsapp, and no one is answering the phone call or text message.

[Tina]

The correspondence never reached us.

You must report your move to our customer service department.. We have a moving service for that, which you tell us about your move.

Best regards

Tina

[brianbf79]

Which I did.  I explained everything.  Timo Winkmann from your Landstuhl store did not let me know that I needed to go online to cancel through the website. I have included email traffic between myself and Mr. Winkmann.  Please see attached and message below.  I was not able to send 2 attachments.  The first was in January after I left Germany.  I also spoke with Mr. Winkmann on the phone in January.  Mr. Winkmann did not respond to the email, so I sent another email in February.  I did not get an answer from Mr. Winkmann until 3 months later, in May. 

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Cancellation of service
1 message
Brian Fuentes <brianbf79@gmail.com> Tue, Feb 18, 2020 at 5:55 AM
To: info@kabeldeutschland-service.de
We spoke on the phone a few moments ago. Any help is greatly appreciated. Here is my information that you requested:
***

I cancelled sometime in October 2019.
v/r,
Brian Fuentes

[Tina]

Hello brianbf79,

so if I look at the correspondence, it's about a telekom contract. The e-mail address Info@kabeldeutschland-service.de is also not known to us.

I have deleted the attachment because it contains your personal data

Best regards

Tina