Still being charged

[English-Speaker]

Hello, I informed The Comm Shop that I wanted to cancel my Vodafone internet 3 months prior to moving back to the USA. I signed a paper stating my termination date would be August 24, 2020. I mailed back my modem on August 18, 2020. I received multiple emails from Vodafone saying they were sad to see me go, and a confirmation email that my modem had been received. Despite this, I am still being charged for internet. I haven't disconnected my card yet just in case it is needed for the refund of the overcharges. Can someone please help me get this resolved? Thank you for your assistance! 

[Tina]

Hello English-Speaker,

after your cancellation, you should also have received a separate confirmation. What date was mentioned there as the end of the contract?

Best regards

Tina

[English-Speaker]

Hi Tina, 

I looked on the MeinVodafone account and saw two letters from 20.5.2020 and one from 25.5.2020. One states that they still needed my new address and the date of my move. I did not provide this information, which is my fault, honestly because this is my first time seeing these letters. If they were mailed to me, I probably threw them away because I always got so many advertisements from Vodafone. So technically, I do not have a cancellation confirmation date to give to you. However, I do have an email confirmation from 21.8.2020 stating that my modem was received. Can that date be used? Thank you!

[English-Speaker]

Also, I could not have given you an address anyways because I didn't know where I was moving to. I didn't get a new address until 5.9.2020. My move date would have been 19.8.2020 though. 

[Tina]

Hello English-Speaker,

in order for us to check whether early cancellation is possible, we need the new address. Without an address, a cancellation is only possible at the regular end of the contract period.

For a closer look send me the following informations in a private message:

full name

date of birth

previous and new address

customer number

Write a short reply here afterwards.

Best regards

Tina

[English-Speaker]

Hi Tina, 

I sent the requested information to you privately. 

Thank you!

[Lars]

Hello English-Speaker,

I have adjusted the cancellation. You will receive a new confirmation by email in due time. The refund of the fees will be done automatically. Please wait until you receive the new confirmation and let us know if you have any questions.

Best regards

Lars

[English-Speaker]

Hi, thank you. I have received the new cancellation letter, however it says that my contract end date is 24 November 2020. I gave notice by 20 May 2020 that I would need to cancel my contract on 24 August 2020, and provided military orders. Should that not count for the requested 3 months notice? Also, when should I expect to receive the refund for the over payments? 

Thank you for your assistance. 

Respectfully, 

Emily 

[Lars]

Hi Emily,

the period of 3 months starts from the date of moving. Therefore November is correct. The invoice with the credit has already been created. The refund will be made to your bank account within the next maximum 2 weeks.

Best regards

Lars