Frage
Antwort
Lösung
am 15.10.2021 11:53 - zuletzt bearbeitet am 19.10.2021 17:09 von Torsten
Hello Dear Forum,
After I applied for DSL appliation a couple weeks ago but I could not receive the router device since I was not at home. So, than I thought my contract was not started since I didnt sign any document or receive any thing. But today I received an e-mail about invoice ("Rechnung") for activation. Please help me to cancel it. I could not talk with any customer service since they all speak German ( just arrived Germany, not found chance to learn yet unfourtunataly)
Here are some numbers written in invoice :
Verwendungszweck: XXX
Kundennummer: XXX
Kind regards,
Agit
Edit: @agtokty Customer and invoice number removed for data protection reasons. Please do not post any personal information publicly. Thanks.
Edit2: moved from DSL- to Cable-Board.
15.10.2021 12:10 - bearbeitet 15.10.2021 12:12
@agtokty schrieb:
After I applied for DSL appliation a couple weeks ago but I could not receive the router device since I was not at home.
So the device was sent and you didn't accept it. This means that you have agreed into a contract and this contract is now running. It's up to you to now ask for a re-send of the router - but you have to pay from the moment on that it was sent to you in the first place as it's not Vodafones fault if you don't receive/accept the parcel.
@agtokty schrieb:
So, than I thought my contract was not started since I didnt sign any document or receive any thing.
There doesn't need to be anything signed physically - if you order online, you don't need to sign anything in order for the contract to be legally binding.
And there is a big difference between "I did not receive any thing (because nothing was sent)" and "I did not receive anything (because I was not at home and thus didn't accept the parcel being sent to me)"...
You have a legally binding contract now that you have to pay for - you can only call the hotline and sincerely ask them that the router is sent to you for a second time.
And as the contractual language is German, support is also only given in that language - it's up to you to get a translator in case you aren't able to speak enough German right now. Support in any other language than the contractually agreed upon ones is given on a best effort base - which includes that there might be no support at all...
@agtokty schrieb:
Please help me to cancel it.
You can cancel the contract to the end of the minimum contractual term, in most cases 24 months - there is no premature cancellation possible, especially if the fault was solely on your end (not accepting the parcel).
am 15.10.2021 14:45
Thank you for reply @reneromann .
Is theere any particular phone number to call for asking sending device again ?
am 18.10.2021 18:39
Hi agtokty
Send me a PM:
full name
full address
date of birth
customer number
Please write here again as soon as the PM ist out.
Best regards
Ida
am 18.10.2021 22:09
Hi @Ida , I just sent you a PM
am 20.10.2021 14:47
Hi agtokty,
sadly your birthdate is still missing.
Please send it in your PM too.
Afterwards we will check your concern.
Best regards
Chr1ssy
am 21.10.2021 14:44
Thanks for reminding @Chr1ssy I sent you the requested informations with PM
am 22.10.2021 10:57
am 23.10.2021 13:16
Hey agtokty,
you're welcome. 🙂
We received your e-mail about the canceling. I forwarded your concern to our special department.
After they're done with the process, you will get a reply from them.
Due a technical mistake, your mails were closed. So that's why our special department did not recognized them. I'm really sorry for this!
Please be a little bit more patient till then. Thank you!
Kind regards
Chr1ssy
am 29.10.2021 14:34
Hi @Chr1ssy ,
Thank you, I am still waiting. This week Vodafone took the amount of the bill (69,98 euro) from my bank account.
Btw I did not receive any info from your side about the refund too.
I know that the process takes a while, but at least I could get notified about confirmation of cancellation
Best regards,
Agit