Dear team,
my name is Tri Tru Hang.
Back in September 2019 I had a contract with another Internet provider (name T) and one day, the Vodafone employees came to my flat and said the whole building is contracted mostly with Vodafone. They advised me to change to use Vodafone for house internet. Because the contract with the provider T was still ongoing for another 9 months and only after this time period could I get my deposit back, I refused to change to Vodafone.
However, these guys said Vodafone will not charge for the service during those months I am stuck with provider T and will only start to charge after my contract with T is finished. They also gave me a phone card (number ending with 6529) and said that is free as well.
I called the support center the next day to ask if Vodafone is really having this kind of service (or support offer) and the person also told me it is correct. So I trusted the whole thing and did not pay attention to this for sometime. I activated the phone card, but not used it until end of February, when I was back in Gemany from my hometown (I stayed outside Germany from 30.11.2019 to 28.02.2020 and did not use the phone service).
Only until recently that I found my account get debited every month for an amount of around 34.99 euro.
For the first month when the contract with Vodafone started I was charged some 84 euro but do not understand what the purpose of this charge is and why it is so high.
The invoices I received (with Kundennummer starting 9339*****) had some gutschrift in the beginning, but this "gutschrift" is not sufficient to cover the whole period of my remaining contract with provider T. In February I started to be charged for some amounts already (19.66), even though I have not finished my contract with T yet (February is the 5th month only).
In the Paket Internet/Phone section on the invoices, the amount due is 0.00 and I have not received any other invoices beside the 9339***** ones. However, last month I received the reminder from Vodafone saying that I have not paid 34.99 and 42.29 euro for February and March respectively. So I am to be charged twice for February (one with Kundennummer 9339***** and another with Kundennummer 11308****) and I do not understand why, as what I was told is the whole thing is free of charge until my contract with provider T finishes.
It seems there are invoices (or payment required) for cable and another for the phone card that I have been using. If so, then why the Paket Internet & phone section on the invoices I received are 0.00 in amounts.
Then for what am I charged for? I have no idea what I signed that led to such a situation where I get charged for so much more than I can ever be aware of.
Could you help check please what the problem is or if it is something I misunderstood?
I summarize the questions as follows:
1) From what I was told, do I actually get a free service until my contract with your competitor finishes? Or was it a lie?
2) Why the amount on invoices is 0 but I am charged for 34.99 or even more each month? Why there is a reminder with the correct phone number I used but with a different Kundennummer? Is it a different service from the house internet thing? When did I start this thing?
3) Is there any mistake in your charges towards me? What is the 84.31 euro charged on 21. October in my account (screenshot in attachment)? There is an invoice number of 1165*** but I have never received this invoice. As I said, I have been receiving only invoices with Kundennummer 9339***** and Rechnungsnummer starting with 1006********.
4) Due to this problem, I am now unable to handle the fees from both Vodafone and provider T. The internet fees are so high every month for me. So I need to stop Vodafone service. Is it possible for me to cancel the whole thing (cable, house internet and phone service) now?
5) Could you help check please if any of the amounts could be refunded to me, in case there have been some mistakes in charging me? It was a big amount for me and I have to pay both providers. Definitely I was not stupid to register for both at the same time. I thought Vodafone service would actually be free for me as I was told.
I am sorry for the very long message.
I tried to call 10 times today to Vodafone service center and sales team (with different numbers), but the problem is so complex to explain in English and understood by the Vodafone employees.
I hope you could help me. I need help urgently because I have ran out of money for payment in the next months, especially when corona thing prevents me from continuing my job to pay bills. I am a student now in Germany.
Thank you very much.
