My case started in November 2018 when I noticed that the bill for my daughter’s phone (she is under 18) has been increased by 25 EUR every month.
I went to the Vodafone office in Limbecker Platz Essen to ask for an explanation. The employer, named xxxxxx explained me that somehow my daughter has got an ABO and we have to pay 25€ each month to unknown third side. I asked to tell me the name of this third party, he said he has no information about the name. He had no information how long this abo is.
So I asked how can this abo be stopped. He explained there is only way is to switch the abo to Vodafone. This will cost me only 20€ per month. I asked- how it is possible to do the switch when he doesn’t know the third party or the term of the abo. He said no problem, they do it.
So I agree to that suggestion: 20€ per month, I receive a partner card, tablet and a phone. It was explained that I get a partner card connected to my daughter's contract. It will increase my monthly bill with only 20€. No any document was shown to me to read. They asked me to sign the documents on the electronic pad without me seeing in front the documents.
I was consulted in English and I finally got documents in German, which language I do not speak.
After a month I received a very high invoice and after a careful check, I realized that there are two new contracts signed. Let alone the Anschluss fee of 39,99€ each. I repeat: no one told me there are new contracts to be signed. It turned out that there are 2 new contracts for 2 years!!!
I went several times to the shop to ask for explanations.
First, they told me xxxxxx should be there in person so we can discuss.
I went a second time, then a lady named xxxxxx (who by the way also presented when the abo change was made), she did a check. She agreed there should not be 2 Anschluss fees and they will be refunded to me. About the contract,she can not help, again I have to check with xxxxxx.
Third attempt, no one of the mentioned employes were there, so another employee took a photo of all documents and promised to call back. No one called back.
Fourth attempt. Finally xxxxxx was in the office. When I explained the situation to him, he was extremely rude and denied everything. He said he has informed me that there are two new contracts, 2 years each. That it was my mistake. During the first ‘consultation’ my husband was also there. So he heard the suggestion as well.
xxxxxx behaviour was absolutely not acceptable. He didn’t want to discuss further and rudely said to write a complaint.
So my complaints in summary:
- No one informed me there are new contracts
- No one informed me that it will be for 2 years
- No one informed me that they are 20€ per device (phone and table), which makes 40€.
- My Abschluss fee is still not returned.
- Rude and unhelpful behaviour
My intention was only to check about this abo, not adding more costs to my monthly bill.
I hope someone from Vodaphone will react at last. After 5 visitis and hours of complains....
I am also bringing the case to the Verbracherzentrale and a lawyer.
It is totally unacceptable to lie your customers in such a way!
Edit: Employee name removed. Please be sure to follow our community rules
