Dear Vodafone Comminuty ,
I have made a contract in 11.11.2018 with Vodafone-Kable for Internet-Kable ( K-NR ***) after a couple of month at 17.01.2019, I contacted the Costumer service and told them that I will be moving to a new apartment from 01.02.2019 and there I have no possibility to use Kable internet , I was offered a solution by customer service:
Change to DSL Internet from Vodafone and therefore there will not be a Resignation period notice needed ( ohne kündigungsfrist) .
The customer service employee told me to send the WLANRouter device back to Vodafone-Kable bei the end of Jan.2019 and we will take care of everything.
I extra asked him if I need to send resignation to Vodafone or any other documents from my side is necessary and he made me sure that my Kable Contract will be terminated at the end of January 2019 and from Feb.2019 in the new apartment I will have and pay for the DSL internet.
So I did as I was told, send the device back at the end of January to Vodafone and that was all I supposed to do.
From Feb.2019 I received my new DSL-internet contract (K-Nr ***) via email
Vodafone-Auftrag ARC***
A few days ago, after almost 10 month I have received an email from Vodafone-Kable that my new device is on the way (to my old address)!!! ( in the original contract from Kabel-Internet 11.11.2018 I had the option to change from 500 mb to 100 mb for the second year and I guess the new device is because of that change ) at this point I realised that for the past 10 month I was charged 2 times in a month ( with 2 weeks between each payment so I did not realised it ) one for Kable internet for the old address ( which I already send the device back ) and one for the DSL internet at the new address.
So now comes the problem:
I contacted costumer service (15.11.2019 ) after about 50 minutes , the answer was :
We cant see your Kable contract in the system (although I was paying ) then they refered me to billing department ( Rechnungsabteilung ) again 40 minutes on the line finally the lady told me that :
Vodafone-Kable has not received the UMZUG notice from Vodafone DSL and that means my contract was not terminated at the end of Jan.2019 , I asked her about my option and :
I was told by the lady at billing department ( Rechnungsabteilung – Tell: 08002787000) she can Terminate my Kable Contract now (15.11.2019) and she told me to contact Beschwerdemanagement to see if you could get the money which was taken from your account back. I asked for contact information regarding Beschwerdemanagement and I was told that I will receive it via email regarding termination.
I got the Termination email the same day (15.11.2019) but not only I have not got any contact information but also its written in the email attachment that I have to send back the WLAN-Kabelrouter in 14 days or otherwise I have to pay 100 € fine ( I send the Device 10 month ago at the end of Jan.2019 ) ( attachment : VFKD_MGA_KSUZ_991000000200678795_2019-11-15)
Now I have 3 question/problem which I hope you can help me with:
- How can I get back the money (even as Credit/Voucher) which was taken from my account since Feb.2019 for Kable internet which I did not use or could not use (since I send back the device)?
- What should I do / who should I contact to inform them that the device was send back 10 month ago?
- What Should I do with the new device which Vodafone Kable send to me last week and now stays in the post office (since it could not be delivered – I don’t live there no more)?
Thank you very much for your help and understanding.
Edit: Customer data removed.
Edit2: Attachment removed for privacy reasons.
. I conclude the thread with it.
