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1

Frage

2

Antwort

3

Lösung

Multiple contracts(and bills) which are not being used
AnnuG
Smart-Analyzer
Smart-Analyzer

Hello

I signed up for an Internet contract(online) with Vodafone in October 2018 to start at my new apartment in November 2018. The router did not arrive in time and I went to a Vodafone shop nearby for help. The shop salesman told me that he could not help me but to take a new contract and this included mobile and he also said he would give me a Giga cube device to use till the internet from his contract was in place. However, the router from the first contract came the following day and the connection was set up. I went to the shop person and told him that I wanted to cancel the contract. He said he cannot do it etc, Vodafone should do this and i can return after 2-3 weeks and check. I trusted him and did not check further.. He said the contract cannot be cancelled. I returned the giga cube device and told him to cancel that (there was an offer at that time for a 14 day or 30 day free trial) and hence it could be cancelled. I checked further online and called Vodafone several times. Unfortunately, I have to call using another person's help since my German is not good. I understood that the shop person had cheated me and I could have withdrawn the contract in the first 14 days. Today I have a bill of 71€..including ~54€ for gigacube(i do not have this device any longer and i don't use it at all) and 30+€ for mobile sim (again, I am not using this. Additionally, from my earlier internet contract(which is active and running at my home), I have a bill of 20+€. This 70+€ bill for services which I am not using at all is really unfortunate. Could you please help me sort this out?

5 Antworten 5
Der-Peter
Moderator:in
Moderator:in

Hi AnnuG,

 

thank you very much for the description. Here only the shop will be able to help, because I can not reproduce separate arrangements from here.

 

Nevertheless I would like to have a look at the topic. Maybe I will find a helpful note. Please send me a private message with the customer number and the customer password. But I don't want to give you too much hope at this point.

 

Best regards
Der-Peter

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Hello,

 

I am not sure how to do private messge here. Hence sending the contract details directly.

 

My Kunden number for the Gigacube and mobile number is XXXX. I am being charged for 100GB data(I think) while I have already returned the Gigacube device. As an auslander and first time customer of Vodafone, I did not know that the cancellation has to be seperately done for the sim and cube device.

 

Likewise for the mobile connection mentioned in the same contract. I wrote a withdrawal notice almost at the end of two weeks (on advice from a customer care person who spoke English) and I did not mentioned mobile seperately, I mentioned only Internet and DSL and contract number. I got a call from someone at Vodafone asking if I wished to cancel mobile too, I said yes, she said please send an email about it specifically. I sent the email immediately, but no use.  At my previous place, I had a very bad experience with Telekom with respect to availablty and service and hence I switched to Vodafone this time. However, I am quite upset by the way the shopkeeper treated me, deliberately withholding information , knowing that I am not able to read German and also talk with customer care, who often communicate in German.

 

The current Internet and DSL connection which I am using is with kunden nummer XXXX. This is going on fine

 

I hope you will be able to help me on this.

 

Thanks

 

Edit: Customer data removed for your protection.

 

Der-Peter
Moderator:in
Moderator:in

Hi AnnuG,

 

you can send me a PN by logging in. Then click on my name. In the new window you will see on the right "Send this user a private message". Click on it, then you can send a PN to me.

 

You can also log in, then click on "My messages" and then on "Create new message".

 

Best regards

Der-Peter

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Thanks a lot Peter for your support in closing the Gigacube contract. I was really lost on how to handle this and heartfelt thanks to you for your support.

 

Der-Peter
Moderator:in
Moderator:in

Hi AnnuG,

 

sure, you're welcome. Thank you for your feedback. Herz

 

I'm glad I could help you. I'll lock up here.

 

Best regards

Der-Peter

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