Unfaire Situation

[arbuchit]

Hello,

Unfortunately, I don't speak German, so it took me a long time to take action to resolve the current conflict.
I have everything documented (emails, pdfs..) in case is needed. Please review my case and take appropriate actions to correct the current situation.

Below there is a copy of the current text automatically translated to German in case you do not speak English.

I am a Spanish Siemens employee since 2000, moved to Braunschweig since January 2018 for business reasons.

Last February 2018 I was aware of an internal offer for Siemens employees, trough the Siemens intranet, offered by "myfone24".

I ordered through the mentioned web the packet called "Internet & Phone Cable 200+TV". I accepted the offer. The price offered was 12 months 12,48€, from month 13, 44,98€.

I received an email from kontakt@myfone24.de confirming my subscription to "Vodafone RED Internet und Phone 200 Cable + TV" and including the conditions of the offer: 12,48€ from month 1 to 12 and 49,99€ after month 13. Not 100% the same, but I accepted.

After ordering this packet Vodafone sent me home only the TV device, not the router. When I contacted Vodafone to ask for the router they said I needed to send back the TV device and they will send again everything. This second time worked, they sent TV + router.

After almost one year I observed the following issues:
- Vodafone has never charged me 12,4€ any month within the first 12 months
- Vodafone charged most of the months 48,95€, much more than the offer accepted
- Vodafone charged every month two times 9,99€ for the same concept "Vodafone TV Cable".
- Vodafone charged since last May2018 a new concept service called "Vodafone Sicherheitspaket" that I do not want and that I have never ordered.

Please review my case and take appropriate actions to correct the current situation. Many thanks.

Fernando (Kunden-Nr xxxxxx).

Hallo,

Leider spreche ich kein Deutsch, so dass es lange gedauert hat, bis ich Maßnahmen zur Lösung des aktuellen Konflikts ergriffen habe.

Ich habe alles dokumentiert (E-Mails, PDFs...), falls nötig. Bitte überprüfen Sie meinen Fall und ergreifen Sie geeignete Maßnahmen, um die aktuelle Situation zu korrigieren.

Ich bin seit 2000 spanischer Siemens-Mitarbeiter, seit Januar 2018 aus geschäftlichen Gründen nach Braunschweig gezogen.

Letzten Februar 2018 war mir ein internes Angebot für Siemens-Mitarbeiter über das Siemens Intranet von "myfone24" bekannt.

Ich habe über das genannte Web das Paket "Internet & Telefonkabel 200+TV" bestellt. Ich habe das Angebot angenommen. Der angebotene Preis xxx 12 Monate 12,48€, von 13 Monaten 44,98€.

Ich habe eine E-Mail von kontakt@myfone24.de erhalten, die mein Abonnement von "Vodafone RED Iternet und Phone 200 Cable + TV" bestätigt und die Bedingungen des Angebots enthält: 12,48€ von Monat 1 bis 12 und 49,99€ nach Monat 13. Nicht 100% gleich, aber ich habe akzeptiert.

Nachdem ich dieses Paket bestellt hatte, schickte mir Vodafone nur das Fernsehgerät, nicht den Router nach Hause. Als ich Vodafone kontaktierte, um nach dem Router zu fragen, sagten sie, dass ich das TV-Gerät zurückschicken müsse, und sie werden wieder alles schicken. Dieses zweite Mal funktionierte, sie schickten TV + Router.

Nach fast einem Jahr beobachtete ich die folgenden Punkte:

- Vodafone hat mir noch nie 12,4€ pro Monat innerhalb der ersten 12 Monate berechnet.

- Vodafone hat die meisten Monate 48,95€ berechnet, viel mehr als das angenommene Angebot.

- Vodafone hat jeden Monat zweimal 9,99€ für das gleiche Konzept "Vodafone TV Cable" berechnet.

- Vodafone hat seit letztem Mai2018 einen neuen Konzeptdienst namens "Vodafone Sicherheitspaket" berechnet, den ich nicht möchte und den ich nie bestellt habe.

Bitte überprüfen Sie meinen Fall und ergreifen Sie geeignete Maßnahmen, um die aktuelle Situation zu korrigieren. Vielen Dank.

Fernando (Kunden-Nr xxxxxx).

Edit: personal data (customer number) removed

[Grit]

Hello arbuchit,

let me ask you a question: Have you looked closely at your order confirmation? Why have you waited a year to clarify inconsistent points? What was confirmed to you in the order confirmation?

Regards

Grit

[arbuchit]

Hello Grit,

I am not sure what was is the order confirmation. I can send you the email of confirmation I received from Vodafone. Where should I send it? I have several files with information available that can of course share with you.

The reason of the delay was that I tried several times to contact by telephone with Vodafone, at least 4 times in different days and I was not able to find any colleague that speaks good enough English. I was desperate and didn`t know about this option of internet. So I wanted to wait until my Deutsch is gut, but unfortunately is not gut enough yet as to have a phone call. 

Regards,

Arbuchit

[Stephan]

Hi arbuchit,

unfortunately we won't be able to help you here either.

If the contract has been running for a year now, we cannot make any more changes.

Regards

Stephan

[arbuchit]

Stephan,

many thanks for your answer,

Summarizing, it means that:

1. Vodafone is currently charging me for the same service twice for the service called Vodafone TV Cable (9.99 x2 every month)
2. Vodafone never applied me the discount that was agreed by email

You recognized it, but as it is happening for more than one year it has to continue like that.

According to my calculation, the difference between what I have paid and what I should have been payed is of 373,34€. 

Are you kidding me?

Edit: @arbuchit  Attachment removed

[Díaz_de_Vivar]

Hola @arbuchit ,

busca un abogado español hablante o de habla inglesa.

Muchos saludos

[Thomas]

Hi arbuchit,

i don't think we're double-checking the same product. It will be once Vodafone TV and once HD Premium. That was confirmed to you surely also in such a way. We always send an order confirmation at the beginning of the contract. All details are listed there. As already written, we cannot change anything after one year or refund retroactively.

Regards

Thomas