(The message in German is at the end)
I believe this topic was discussed earlier in some of the Archived threads but I have run into the same issue now.
I was not able to change tariffs within the 6 months deadline because the online tariff change portal was not working correctly (during Feb 2024). Because of this I am now told that a new 24 month contract was triggered when I changed the tariff.
How can Vodafone do this when it is an obvious error on their end? Even these Vodafone community forums seem to be well aware of this tariff change portal issue in the past. I even sent an email to them saying I could not change the tariff using the online portal, but apparently that wasn't enough of an indication for them to change the tariff via email. The German speaking phone representative asked me to keep trying online, or hold on the line for an English speaking agent to do the switch over the phone - of course multiple hours of hold wasn't enough to find an English speaking agent.
What are my options now? How can I escalate to Vodafone management or supervisors who can handle this issue? The email and phone agents simply say they can't change the new termination date. Do I have to involve legal insurance to handle such situations? I do have screenshots, email records, phone call records, and of course Vodafone forums archived cases to prove my case. Please advise.
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I believe this topic has been discussed in some of the archived threads, but I've now encountered the same issue.
I was unable to switch plans within the 6-month period because the online plan switch portal wasn't working correctly (in February 2024). Therefore, I'm now being told that a new 24-month contract was triggered when I switched plans.
How can Vodafone do this if it's an obvious error on their end? Even in the Vodafone community forums, this problem with the tariff change portal seems to have been known in the past. I even sent an email to Vodafone stating that I couldn't change the tariff via the online portal, but apparently that wasn't enough to change the tariff via email. The German-speaking agent on the phone asked me to keep trying online or wait on hold for an English-speaking agent to make the tariff change over the phone—obviously, several hours on hold weren't enough to find an English-speaking agent.
What options do I have now? How can I contact Vodafone management or supervisors who can address this issue? The email and phone agents simply say they can't change the new termination date. Do I need to use legal expenses insurance to handle situations like this? I have screenshots, email logs, phone calls, and, of course, the archived cases on the Vodafone forums to prove my case. Please advise me.
