I went to a Vodafone store in Koln in order to get a better deal for my phone contract because i wanted to EXTEND it. They offered me to increase the price of what I have been paying (existing contract) for the last 2 years in order to get an apple watch. My EXISTING CONTRACT was about 24 euros and to get the apple watch series 5 I had to pay 10 euro more from my EXISTING price. I accepted and made sure multiple times that I was not going to pay any other/extra fees besides the 10 euro more added from my existing contract. They confirmed it and i had to wait for 1week to get it. The day i was supposed to pick it up the store closed cause of a corona case. Since i imagine Vodafone was a competent company i went to a different store and get my watch to sent there but they told me all the inquires with that specific store can only be made by them. I called the Vodafone customer service and they could not help me either but they confirmed my price and my contract.
After waiting and waiting, the store finally opened, sadly they did not have my watch and they had to order it again, i accepted and asked once again the details of my contract and they confirmed it was the price of my existing one, plus the agreed amount of 10 euros and a 50 euro fee when picking it up.
All seemed good, I picked it up some days after, and 2 days later I figured out that they made 2 contracts not only increasing my already existing one with 5 euros but making a whole new one for the apple watch and other services ( charging me another 40euros). I was surprised and furious since I made sure many times that this won't happen. I called CS and they told me again go to the store, they could cancel it but only in-store. I went straight away and they told me that I have 2 contracts with 2 numbers and that my price was about 70 euros!! Which to me was jus infuriating.
They asked me who made it and sadly I did not take their names but the second time I went from about 5 times I did, the manager saw what I wanted and I had his info card. I showed it to the employee and he told me the manager was on vacation so I had to wait for him to come back or come on Monday and see if the other manager is there.
I have tried to contact their CS and get in contact with someone that can help but it seems impossible. Is there someone i can contact that can help me? I saw some other post that are similar to mine and they contacted the law/police so if someone can help me or if you know a customer rights support in germany please let me know. Of course if any vodafone person can help me i would love that.
