Widerruf

[josmag]

Kundennummer: ***

Hi,

This is a fairly long and intricate story but please bare with me.

I placed my order for a new internet connection on the 10.07.2020 with the activation date 01.08.2020 However, a week following the order, my move-in date changed so I decided that the best thing to do would be to cancel the contract for the time being and to place a new order when I had moved in in mid-September. So with that in mind I called the customer service to cancel the contract, but was informed that the service agent couldn't/wouldn't speak any language other than German.

Due to the language barrier, I went to the shop on Warschauer Strasse on the 22.07.20 to ask for help to cancel the contract. The sales person informed me that returning the router with the widerrufsformular would be sufficient, so he helped me fill the form out and I then went to the post office.

On the 05.08.20 I found a letter (dated 29.07.20) saying that you had received the router in return however, you had not received a cancellation. I went to the Vodafone-shop on Chausseestrasse and explained what had happened to him, and he informed me that he wouldn't be able to assist me with the contract itself but wrote an email on my behalf to the customer service.

On the 08.08.20, I went to the shop on Alexanderplatz and the sales person helped me to call the customer service and got information that the only cancellation received is the email the shop assistant on Chausseestrasse wrote on the 05.08.2020. He couldn't aid further in the cancellation but recommended me to write an email to the customer service which I did, and got a reply back on the 10.08.2020 telling me to write on here.

This has been going on since a couple of weeks now and is incredibly poor service. Why was the Widerrufsformular not received? I sent this together with the router so it would have been in the box on arrival and would have processed the cancellation correctly - from what I have been informed.

I would like to know when you can process the cancellation correctly and/or if anything else is required for terminating the contract that I may have been misinformed about?

Thanks in advance.

Edit: @josmag customer number removed.

[Stephan]

Hi josmag,

welcome here to our Community.

As you write, you have sent the revocation form together with the hardware to the logistics centre in Nürnberg.

That was the mistake, because cover letters, no matter which ones, do not belong there. On the pre-printed revocation form you will find our address in Erfurt, to which such letters should be sent.

But let's see if we can handle this out. Please send me a private message with the following information:

your name

your address

date of birth

your customer number

the link of this thread

Please reply here when you have sent the private message.

Regards

Stephan

[josmag]

Hi @Stephan 

I apologise for the late reply, I kept going in to the forum every day but the notification counter stayed at 0 because I wasn't mentioned and I didn't think to go into the thread until today. Either way, I sent you a private message!

[Stephan]

Hi josmag,

thanks for your pm.

As I already suspected, we did not receive a written withdrawal from you, because you did not send the letter to the correct address.

As a gesture of goodwill, I will have the return of the device processed as a revocation. You will be informed about this in writing.

Regards

Stephan

[josmag]

Hi @Stephan 

Thank you so much for your help!

[Stephan]

Hi josmag,

you're welcome.  

If you have any questions in the future, feel free to contact the community again.

Since your request is solved, I'll close this thread.

Regards

Stephan

[josmag]

Hi @Stephan !

I was just charged with 60€ for the activation of the contract and for the month of August, will this be credited back to my account?

Thanks in advance.

[Tina]

Hello josmag,

the debit and the cancellation have overlapped. The refund should be made within the next few weeks.

Best regards

Tina