Retractation of new contract

[KevinHessen]

Dear Vodafone people,

I've just subscribed today to a new contract, I going from "GigaZuhause 50 DSL" to "GigaZuhause Basic 50 DSL".
It was pretty clear that I would be paying 5 euros less from the comparison.

However after receiving my contract I've found out I'm still paying the same price because of a new "Basispreisanteil" that was not in my previous contract.
We can find a text line in this following document:
https://www.vodafone.de/infofaxe/120.pdf

Der Listenpreis enthält entweder 5 Euro Regio-Zuschlag für kleiner oder gleich 16 Mbit/s oder 5 Euro „Basispreisanteil 5 Euro (monatlich)“.
Mehr Infos finden Sie unter 1.5.

This line is not even related to the item "GigaZuhause Basic 50 DSL".

So in the end I would just end up locked in a 2 years contract without any additional gain.
Therefore I wish to cancel my new subscription and keep my previous one (without being locked 2 additional years).

I've already browse the website in order to cancel my contract online. However all paths lead to this page:
https://www.vodafone.de/retoure

Unfortunately when I enter my Rufnummer and the Postleitzah I come across and very strange error:

Entschuldigung, da ist was schiefgelaufen.

Bitte versuch es später nochmal.

And I cannot progress futher. Can someone help me on that before it's too late?

Here are some additional information if that can helps:
Vertragszusammenfassungs-ID: 838707370
Support: 08001721212

Kind regards,
Kevin

[R4mona]

Hi @KevinHessen,

Thank you very much for your detailed description. 🙂

I am very sorry that you had this negative experience with us. Of course, that's not how it should be. We don't want you to resign. Please be so kind as to reconsider. Please contact us here so that we can find a good solution for you together.

Kind regards
R4mona

[KevinHessen]

Hi again R4mona,

Thanks for your reply.

I checked the link you mentioned. I tried to contact Vodafone via the contact form here:

vod.af/kontakt

However, when I submit the form, my Kunden-Kennwort is considered incorrect (even though I changed it to be sure I was using the correct one).

I'm doing my best to just forward my problem to Vodafone but it looks like it's very difficult and there are multiple errors when I following the correct procedure.

Would it be possible for you to make this considered from Vodafone side?

I used all solutions available to me multiple times and nothing is working.

There is a time constraint about my retractation time frame so I would very glad if you could tell me the easiest and sure way to retract my contract and get the one I had before.

[Chr1ssy]

Hi @KevinHessen,

I'm sorry, that it seems like nothing is working. I understand how frustrating this is. 

Sadly we can't do anything about this here on this platform anymore. 

Therefore I need to refer to our social media channels, which you kind find via the link Ramona gave you already.

The best would be, if you contact us via X (Twitter), Facebook or WhatsApp.

Thank you for understand.

Best regards

Chr1ssy

[KevinHessen]

Hi Ch1ssy,

Thanks for your reply.

I'll try my luck on Whatsapp or Twitter then.

[Chr1ssy]

@KevinHessen you're more than welcome. 😇

Pls come back afterwards and give us an update, what's going on and if there is a solution.

Best regards

Chr1ssy