Misleading information given in Vodafone store and mobile plan cancellation

[gsant]

Dear sirs,

first of all sorry for writing this message in English but unfortunately I don't speak German.

My problems started since the beginning with Vodafone, but long story short, when I was buying my wife's prepaid sim, I was persuaded by the seller to sign a long term.

Very gentely he started asking some questions like how long I was staying in Germany, what I was doing here and so on. As I answered I was working here and I didn't have a time defined to leave the country he started trying to wheedle me to sign up for a long term contract, which would bring me a much better package than the pre paid ones (which according to him, they are more suitable for tourists since they stay here temporarily). I told him I didn't want at first because I was very fresh here and I could have to leave the country earlier than the 2 years.

He explained I wouldn't have any trouble if I had to cancel the contract before the expiration as long as I provided the Abmeldung. In order to have me convinced, he even showed an example of one customer that had been there that day earlier and was cancelling one contract only after some months he signed.

I haven't even gotten one new cellphone with a big discount that I was entitled at that time to avoid further problems and extras expenses in case I had to cancel.

Today I've been to same Vodafone store where I made my contract and for my surprise they told me there is nothing they can do and the Abmeldung/leave the country does not entitle me to a premature end.

I tried to ask them the name of the employee that made my contract and when I could find him, so I could try to talk to him, but they told me there is no way to track who sold that plan to me.
They also told me I should have read the contract (what I totally agree) but as it was only in German and there was an accredited employee of yours explaining me everything, I though I could trust him.

I would like to solve it before I leave the country and if there is something you can do in that case.

Thanks in advance,
Best regards

[MichaM]

Hi gsant,

I'm sorry you were given inaccurate information.

On your second visit, you were correctly informed that leaving the country early doesn't entail cancelling your mobile services early.

If you need detailed information about your contract, please send me a personal message.

Regards

Michael

[gsant]

Hi Michael,

thank you for your answer.

Unfortunately it is just a waist of time trying to solve something that is extremely convenient for the company. At least I learned my lesson. I truly hope Vodafone starts to train its staff better.

Could you at least tell me how I can set and make sure the contract to end once it arrives the end? I don't want to have the risk of having to pay more than I will already pay not using it. 

Just to remember, I won't be in Germany next year to go to any Vodafone store to ask to finish the contract 3 months before it ends - so I would like to leave it scheduled.

Another thing I would like to know is how exactly the roaming inside EU works and how much I would pay if I was going to use these lines in another country inside EU for 17 months interruptly (until the end of the contract). Especially because there is that fair use policy thing. 

I again would like to file how disappointed I am, since I feel like I was harmed and I do think Vodafone could do something more to help.

Best regards

[MichaM]

Hi gsant,

You can send the cancellation in straight away to have it scheduled to the end of the 24th month. The 3-month period only refers to the latest possible date to meet the deadline.

If you want me to assist, I will gladly help you to settle the case so you can leave the country without having to think about this issue any more.

As for roaming: With your Vodafone price plan, e.g. Vodafone Red or Vodafone Young, you can use the included service features in all EU countries, plus Norway, Iceland and Liechtenstein.

This is meant for temporary usage, however.

Recurring to the fair use policy, we reserve the right to charge a supplement amount if, for more than 4 months, the line is mainly used outside Germany.

You will be notified in time via short message before any supplement is charged, so that you can avoid supplement charges.

Regards

Michael

[gsant]

Hello Michael,

so please, help me to have it settled so I can leave the country free of this problem.

Do you think it is possible to have any kind of confirmation/document stating the cancellation was asked and is scheduled to the end of the 24th month?

Another three questions:

1- Is possible to drop to a cheaper plan during this period, especially having in mind I won't be using at all?

2- Is there a possibility cancelling the contract by paying a more fair penalty than having to wait until the end? It could be a percentage of the due value and I would pay it at once.

3- It is a remote possibility, but would it be possible to transfer the remaining period of contract with exactly the same conditions that I have currently to someone else?

Best

[gsant]

Michael,

is there any possibility of transfering the contract to Spain?

best

[MichaM]

Hi gsant,

I can help you settle this once you send me a PM . Please do it today as I will be offline for a while soon.

Yes, you will get a written confirmation stating the date of the cancellation.

ad 1. Downgrading the price plan, I'm afraid to say, will probably not be an option for you as downgrading involves extending the duration to 24 months.

ad 2. Penalty payment to end the contract early: This is not standard procedure, so I'll have to check

ad 3. Transferring the contract: is possible only if the contract has not been cancelled.

Spain: Sorry, we cannot transfer contracts between the local Vodafone markets, due to differences in the legal requirements.

Please send me a private message today and I will try to find a solution for your issue.

Regards

Michael

[gsant]

Hello,

just sent you a message.

Best