[Urgent] I paid for a died contract for 15 month/ but my available contract will be end in next week

[Yuli_2018]

Dear Madam/Sir,

I applied a DSL product (K-Nr. ***) from Vodafone since January of 2017. The speed was super slow, so I called for your technician and he said I cannot use the cable access because of the technical problem. He suggested me to changed my contract to the telecom access. I called the customer service and followed the guide to sign another contract (Kd.Nr.***) on the phone (about 22.02.2017). I sent my "kabel box" back as well at that time. I paid my attention to my bill in February, everything was Okay. I use only the telecom for my internet access in the past 15 months. But now I find the company takes a double bill (both contract) from my bank account! 

I applied to cancel the first one because I am not even able to use it. Moreover, because it is almost the end of my second contract, I extended it to September of 2019, since I probably will leave Germany at that time. However, I got the reply from Vodafone saying that my available contract (Kd.Nr.***) will end in next week!

Please help me to deal with this. I want to be refunded because I paid money for one died contract. I want also to change the end time of my current contract (Kd.Nr.***) to September of 2019.

Thank you!

Edit: @Yuli_2018 attachment and personal data deleted for data protection reasons.

[Lars]

Hi Yuli_2018,

please send me your customer numbers, name and address by private message. I'll take a look at it. Report here in the thread if you have sent the PN.

Best regards

Lars

[Yuli_2018]

Hi Lars, 

I sent you two messages. Please check them.

Now I need only to close the old account, which was dead 15 months ago.

[Tina · Accepted solution]

Hello Yuli_2018,

a change to dsl is generally not possible.

In January 2017 a technical malfunction was reported. The technician in charge didn't get to the house system (room locked). Afterwards we didn't receive any further messages from you. There is no reason for us to reimburse the fees for your cable contract.

Best regards

Tina

[Yuli_2018]

Dear Tina,

That was not the truth. The fact was he did not find the house system. Neith your colleague or the manager of my dorm knows where it is. I do not think it is my responsibility. Please make this issue clear. Thanks for your help.

[Stephan]

Hi Yuli_2018,

unfortunately, this is the only information we have on this technician assignment.

Since the contract has also been cancelled in the meantime, there is nothing we can do for you.

Regards

Stephan

[Yuli_2018]

Dear Stephan,

Thanks for your help. I understand that you cannot help without enough record of my situation. But Please clarify what you mean "the meantime"? May I cancel it right now since it does not work, and I sent the cable box back to you since one and half year ago. It does not make any sense for me to keep it anymore. I applied to cancel it immediately, but your colleagues asked me for evidence to prove it is not working, which is impossible for me.

Please let me know the exact result. 

Thank you so much!

Yuanfang

[Tina]

Hello Yuli_2018,

the contract has been terminated since 09th August 2018.

Best regards

Tina