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cancelling cable tv - contracted in error
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Smart-Analyzer

Dear Vodafone Customer Service,

 

I contracted mobile services with you last year, 2019, in October. I don’t have a lot of German, so I spoke English with your employees at the local shop, for which I am very grateful. However, we must have gotten lost in translation, because I seem to have bought a service that I never wanted: the cable. I even received a box at home which at the beginning I assumed was a gift or something. I rang customer services to ask but they couldn’t speak English. I then went back to the shop and returned the box to them and they sent it back. At this point I thought it was all over. I failed to notice the direct debit going out of my account until not long ago but given the situation with COVID-19 I didn’t go back to the shop immediately. I instead tried to call again several times to see if I managed to get anyone speaking English. No luck. I finally went to the shop and there they said I need to write a hard letter to an address in Dusseldorf explaining the situation which I did. I got a letter back telling me to write on this forum. so here I am. I am hoping you will help me with this error. It’s difficult changing countries,  not knowing the language and everything working in a very different way around you. I am very much hoping it will be rectified and I will receive a refund given that you can probably tell from my history the service was never used. 

 

Regards,

Alina

 

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7 Antworten 7
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Moderator

Hi Alina,

 

I'd be happy to see if there's anything you can do. Send me your customer data (name, address, customer number, birthday) in a private message and let me know here that you have submitted the data.

 

Regards

Wallace

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Moderator

Hey,

 

You forgot the date of birth. I moved your first post to Archiv.

 

Regards

Wallace

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Moderatorin

Hello Alina,

 

I've looked at this. We have two signed orders from the shop from 8th of october 2019. One for Internet & Phone and the other for GigaTV. We didn't get a withdrawal. We have no way to withdraw from the contract after such a long time.

 

Best regards

Tina 

 

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Smart-Analyzer

Dear Tina,

 

I don't think you have read all of my messages. I know there are 2 contracts. What I'm saying is that I didn't do the contract in full knowledge. Just telling me I can't do anything about it is not helping me. I need you to come up with a solution, find someone who can help me otherwise or I will consider taking my present and any future busniess somewhere else entirely. Somewhere that doesn't mess people around for months. The cable contract was mis-sold: the complexity of your notification procedures does not exempt you from the aplicable law. I give notice that this is the final oportunity for your company to take action. I require immediate redress. 

 

Here's the original letter in case you missed it:

To whom it may concern,

 

Dear Vodafone Customer Service,

 

My name is Alina White and my customer number is ***. I contracted services with you last year, 2019, in October. I don’t have a lot of German, so I spoke English with your employees at the local shop, for which I am very grateful. However, we must have got lost in translation, because I seem to have bought a service that I never wanted: the cable. I even received a box at home which at the beginning I assumed was a gift or something. I rang customer services to ask but they couldn’t speak English. I then went back to the shop and returned the box to them and they sent it back. At this point I thought it was all over. I failed to notice the direct debit going out of my account until not long ago but given the situation with COVID-19 I didn’t go back to the shop immediately. I instead tried to call again several times to see if I managed to get anyone speaking English. No luck. I finally went to the shop and there they said I need to write a hard letter to this address. So here it is, explaining the situation. I am hoping you will help me with this error. It’s difficult changing countries,  not knowing the language and everything working in a very different way around you. I am very much hoping it will be rectified and I will receive a refund given that you can probably tell from my history the service was never used.

Thank you in advance!

Sincerely yours,

Alina White

Email: ***

Phone: ***


Edit. Delet your personla data.

 

 

 

 

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Moderatorin

Hello customer2020,

 

I have read your post. Nevertheless we have a signed order for GigaTV.

 

I have spoken to our complaints management to find an accommodating solution. I can offer you to terminate the TV contract early. We cannot refund you for the fees charged so far.

 

Best regards

Tina

#Stayhome und bleibt gesund
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Smart-Analyzer

Dear Tina,

 

That would be a solution! At least I'll stop paying for a service I'm not using. So, just to be clear, I would then have just my mobile phone services with you, around 45euro a month. 

 

Thank you for your help!

 

Regards,

Alina 

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Moderatorin

Hello customer2020,

 

we have now terminated the contract and you will also receive a written confirmation.

 

Regards

Anett

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